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Next Gen Helpdesk Email Configuration for Compose Message

in Help Desk 1 comment

Summary:
Hi All,

We have configured some groovy scripts to send an email notification whenever the SR is updated by Employee/Agent. However, currently our From email is set as HR@xx.com and same email is used in email channel to create the SRs when an email is sent to HR@xx.com.

Now since an email is triggered to employee with From email as HR@****.com when the SR is updated, if employee replies to the email (HR@xx.com), then the new SR will be created in the system.

Can you please assist on how to avoid this situation, can we update the Outbound email to some another email, and will it have any issues with current setup?

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