Our company has two brands, one to support external clients and one to support our own internal staff. Each brand has its own support address: clients@email.com and internal@email.com.
Our Problem
1. An internal staff member mistakenly emails internal@email.com on behalf of a CC'd client to create a ticket, but they should have emailed clients@email.com.
2. Within Zendesk the support team changes the brand of the ticket from "Internal" to "Clients" so the appropriate team is handling it.
3. Our triggers work correctly based on changing the brand to clients, so the automated email response body reflects the "Client" brand as it should.
4. However, all subsequent responses come from the email address internal@email.com, instead of clients@email.com despite the brand change. It still says via internal@email.com when viewing the ticket title and requester.
This is a problem because now the client may use the wrong support address in the future, disrupting our flow of tickets to the correct team and correct Help Centers. It seems the from support email address persists according to whichever support email address was used to generate the ticket, regardless of changing the brand. How can we correct this so the replies are coming from the correct support address based on brand?
Update "From" Email Address with Multi-brand
Hi @brianne12,
I wish I had an easy admin settings answer for you! Zendesk will continue to use the email used in the first place. The way around this is
1. Close the ticket out and let them know you're going to refile the ticket.
2. Try using the Select and Address app which can allow your team to manually change the email being used. https://www.zendesk.com/apps/support/46799/select-an-address/
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