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Remove name from automatic email reply

  • September 25, 2021
  • 1 reply
  • 0 views
A

Hi, 

We're on the Professional plan and want assigned agents to have their name shown in the emails, but we create tickets via a form integrated with the API and in the very first email ("Your request has been received (...)"), they always get 
Alexander (Support) email@email.com as email opposed to 
Support email@email.com 

As if I am the assignee answering. This is rather undesirable to us.

We tried:

- Setting assignee different in the API when creating the ticket
- Specifically setting it to - using a trigger
- Changing default ticket status back to new (we used a trigger before that to set it, we disabled that)

 

      1 reply

      A
      • Austin22
      • October 4, 2021

      Hey there Alexander! 

      Thanks for the heads up with those email replies.  It sounds like the setting for personalized email replies might be enabled in your account: Any luck if you check up on that setting in your Channels > Email page as shown here?

      Another place where we might see individual names in outbound email notifications is with a support address' Name field setting.

      If those outbound notification names are still giving you trouble after checking both of those settings, let me know and I'll get a support request spun up for us where we can work together on brainstorming some other ideas right away.  Thanks again for reaching out, Alexander!

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