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Custom Reply-To Email Address for Outgoing Ticket Emails

Feature Request
Add an option in Upmind ticketing system to set a custom Reply-To email address for outgoing ticket emails.
How Would You Use This in Upmind?
Ensures replies are correctly routed back into the ticket system, preventing lost or misdirected responses. Reduces confusion caused by replies going into other systems like Intercom.
What problem does this solve for you?
Currently, when Upmind sends ticket emails using a custom SMTP channel, the reply-to address on those emails cannot be customized. As a result, customer replies to ticket emails sometimes go to third-party systems like Intercom instead of routing back to the corresponding ticket in Upmind. This breaks the ticketing workflow and causes confusion for clients.
Impact of not having this feature
Replies to tickets get misrouted: Customer replies to ticket emails often go to other systems (like Intercom) instead of back into Upmind tickets. Broken ticket workflows: Conversations fragment across platforms, making it hard to track and resolve customer issues efficiently.

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Upvoters
Status

Next (Scoping)

Board

Support System

Date

9 months ago

Author

Vira

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