Hi there,
We have been using WHD for our IT Help Desk for over a year and are happy with it. Another department in our organization are jumping on board. As a result, we have two separate email addresses in both incoming and outgoing, which are:
If someone emails IT@company.com the ticket is created, and replies for the life time of that ticket come from IT@company.com, this is working as we want.
If someone emails HR@company.com the ticket is created, and replies for the life time of that ticket come from HR@company.com, this is working as we want.
The issue comes about for non-email created tickets (ie tickets created in the web version of WHD).
If someone opens a ticket with Request Type IT > Computer won't start, the opening email and all subsequent emails come from IT@company.com. This is what we want, and I suspect this works because it's set as the default outgoing email account.
However, if someone opens a ticket with Request Type HR > HR Question the opening email and all subsequent emails also come from IT@company.com
Hopefully that makes sense, I guess what I am hoping for is being able to set the outgoing email account based on Request Type, is it possible?
Thanks for any suggestions!