Can I change default Email_Piping reply department?

[FourHunters]

In Support system, I set up sales, billing and technical support, three department, and use same email address support@xxxxxx.com.

 

I used different email to send email to support@xxxxxx.com, new ticket opened no problems. However, they all came from Mysitename Billing <support@xxxxxx.com>, all the time.

 

Any chance can I set up a default department for auto reply the new ticket opened email? e.g I send an email to support@xxxxx.com and when I receive an email telling me that a new ticked has been opened, which is from Mysitename sales <support@xxxxxx.com>, rather than Mysitename Billing <support@xxxxxx.com>.

 

P.S I don't want to use different email for each department, just use support@xxxxxx.com for all department.

 

Thank you very much for your help.

[Damo]

You can change it via the email templates area. Open the template you want edit and set the address and "from" in there.

[FourHunters]

Thanks, but it seems not the paroblem there.

I go to email templates >> Edit Support Ticket Opened >> in from section, it shows just mywebsitename.

also I go to templates >> Edit Support Ticket Created the same there, just from mywebsitename.

 

When I actual receive email, it is from mywebsitename Billing , I don't know where the word Billing comes from, and I have three department, sales, billing, Technical support, why the system use billing, not the other two?

 

Lastly, strange enough, on all my email template, from section, it fills in automatically a gmail email, which I believe comes from General setting >> Email Address ( ) The default sender address used for emails sent by WHMCS the 2nd line part. However, when I receive emails, it shows it comes from support@xxxxxx.com (mywebsite support email) , not from email template " from" section.

 

very very strange.

Thanks for help.

[Damo]

Ah yes, I misunderstood what you were asking. The from looks like it uses "Company Name Department Name" and replies come from the address written to. So if it's sent to support@company.com (Support Dept.) it will come from "Company Name Support Dept." support@company.com.

 

We have info@ support@ and accounts@ and a quick email to each shows that they come back with the department name in the from.

 

You can try it yourself by renaming the departments and sending yourself an email. Just be sure to send it from an address that isn't being piped into your helpdesk or that's an admin email address.

[FourHunters]

Hi, Damo

If I have billing@ support@ and sales@ emails for each department, I don't have any problems.

The problem is, I have all the department set same email, e.g. support@company.com , but each deparment has its own name, "Company Name billing" <support@company.com>, "Company Name Sales "<support@company.com>, and "Company Name Technical Support deprt"<support@company.com>.

 

You said:"So if it's sent to support@company.com (Support Dept.) it will come from "Company Name Support Dept."

 

Now, in my situation, I 've set all departments using email support@company.com.

I tested and sent emails to support@company.com, I just don't understand why system only use "Company Name billing deprt" <support@company.com>, in the auto reply system to tell clients that new ticket has been opened, and never used "Company Name Support deprt"<support@company.com>, or "Company Name Technical Support deprt"<support@company.com>.

 

I just want to know why the system use only billing department as email sender's name. Maybe my question is a little bit strange and we have a way work round. But if we can find out the reason, maybe we can help other people or myself to sovlve many other related issues.

 

Thank you very much.

[Damo]

If you're using the same email address for each department the system is most likely just using the first/last one it finds as there's no other way to determine which department the person is sending to.

 

For example if I sent an email to support@company.com how is the system going to know, based on your config, whether my email is meant for your billing, support or sales "department". I think the departments (for piping purposes) are determined by the email address you specify. The only time your setup would/could work is if the client submitted a ticket via a form where they nominate the department or the ticket is raised internally where the department must also be nominated.