How to select email addresses which Zendesk will use to reply to a customer?

Introduction

In Zendesk, you can configure multiple support email addresses across different brands and business functions. By default, when a customer sends an email to a specific address (e.g. support@yourbrand.com ), the ticket response is sent from that same address. When an agent creates a new ticket, Zendesk automatically uses the system's default email address. 

It's not always a desirable behavior. E.g. an agent might need to send an email not via default info@yourbrand.com but via finance@yourbrand.com or security@yourbrand.com 

With the Reply-to Email Selector app, agents can choose and control the exact sender email address for every ticket and support scenario.

How it works

1. Install the Reply-to Email Selector app from the Zendesk Marketplace. No configuration is required. 
2. Open any ticket or create a new one. Locale the app on the right sidebar and select an email from the dropdown list.
   

3. After the email address is selected, you can submit a Zendesk ticket and a chosen e-mail address will be used instead of the default address.

App Settings and Group Mapping

1. Press the Gear icon to access the settings.
2. Admins can limit or grant agents access to see the complete list of groups using the "Limit agents to addresses in their groups" toggle.
   
3. Configure automated mapping, so different agent groups will have assigned emails. E.g. you may set up that if a ticket is assigned to the finance group, replies will always be sent from finance@youbrand.com. If you create a new ticket, you may configure, that the finance team will always send messages via finance@yourbrand.com instead of default e-mail. 

4. You can assign several email addresses to a single group. The first email listed will automatically be used as the default for quicker routing.
5. Remember to Save the changes.

If you have any questions or encounter any issues, please contact our support team at zendesk@oapps.io