Hello,
I’d like to report an inconsistency I’ve noticed in the way ticket inboxes are managed (unless it's due to a configuration mistake on my end).
When I set up two (or more) inboxes with different IMAP accounts, notifications are still sent using the address defined in the general settings. This causes confusion for users, who may end up replying to the wrong address.
Wouldn’t it make more sense to allow the sender and reply-to addresses to be configured individually for each inbox, rather than relying solely on the global settings?
Thank you in advance for your feedback.
Have a great day,
The "reply to" is always the same, as defined in the global parameter screen.
The event manager that sends email on event does not "know" the source of the event (here it is email reception) to be able to defined the reply to as the imap mailbox used to receive the email.
Changing the "reply to" for events occuring on reception of tickets from emails would be a good idea, even if not easy to implement.
Note that other events occuring afterwards (for instance change of status through the interface) won't be able to change the "reply to" depending on how the ticket was created (this would be even more complex to do, needing to store the source)
Maybe a evolution not too complicated would be that, when a ticket is automatically created via IMAP email, detect the originating mailbox address and store it in a custom field on the ticket (e.g.,
source_email
or
imap_origin
).
Modify the email template or notification logic to inject this custom field as the "Reply-To" value.
If the field is not set (e.g., for manually created tickets), fall back to the global default "Reply-To" address.
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