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Topic

    David Radtke
    Emails sent from OSCAnswered
    Topic posted September 4, 2019 by David RadtkeBlue Ribbon: 750+ Points 
    32 Views, 2 Comments
    Title:
    Emails sent from OSC
    Summary:
    Emails coming from OSC with different email address.
    Content:

    Before I took over the system, the previous administrator set up a few email boxes in OSC.   And we have certain email addresses being forwarded into them.

    For example, an employee can email ABC@mycompany.com.    That gets forwarded to the OSC emailbox ABC@custhelp.com and an OSC incident is created.   When an agent replies to this incident, the employee gets an email from ABC@mycompany.com

    However, I have replicated this process with a few new emailboxes that I set up, but the reply doesn't work the same.

    So now we have XYZ@mycompany.com which gets forwarded to XYZ@custhelp.com.   But when an agent replies, the employee is getting an email from XYZ@custhelp.com.

     

    What am I missing here?   Is there something more I can set up in OSC to change the email address?

    Or is that something in my company Outlook system?

     

    -Dave

    Best Comment

    Sebastiaan Draaisma

    Hi Dave.

    You would need to set the Friendly from and Reply to address in your mailbox configuration settings (within OSVC)
    Also: Make sure emails are not just being forwarded to OSVC but redirected.

    Only with redirection the original senders address is kept.

    Forward
    customer@protonmail.com -> info@yourcompany.com -> info@custhelp.com
    Result: Sender is info@yourcompany.com

    Redirect
    customer@protonmail.com -> info@yourcompany.com -> info@custhelp.com
    Result: Sender is customer@protonmail.com

     

    Comment

     

    • Sebastiaan Draaisma

      Hi Dave.

      You would need to set the Friendly from and Reply to address in your mailbox configuration settings (within OSVC)
      Also: Make sure emails are not just being forwarded to OSVC but redirected.

      Only with redirection the original senders address is kept.

      Forward
      customer@protonmail.com -> info@yourcompany.com -> info@custhelp.com
      Result: Sender is info@yourcompany.com

      Redirect
      customer@protonmail.com -> info@yourcompany.com -> info@custhelp.com
      Result: Sender is customer@protonmail.com

       

    • David Radtke

      Perfect!   That is exactly the nudge I needed.   Thanks.