Help desk agents from various queues are replying to tickets using the HRES sender address — Cloud Customer Connect
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Help desk agents from various queues are replying to tickets using the HRES sender address

in Help Desk 1 comment

We’ve identified an issue where agents from various queues are replying to tickets using the HRES sender address. The concern is that when employees respond to those emails, their replies create new tickets under the HRES queue, even though the original ticket is being handled by another team. Currently, agents are able to select any email ID when answering a ticket.

Additionally, when a ticket is transferred between queues, it retains the original queue's sender address by default. This can lead to confusion and misrouting if the new team doesn't manually change the sender email before replying.

Is it possible to configure the system so that each queue can only view and send from their designated sender email address (e.g., HRES, Payroll, HRIS)?

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