When an email arrives in NeetoDesk, NeetoDesk needs to identify the customer’s email address. The Customer identification source setting determines which email header NeetoDesk uses for this:
From — Use the email address in the From header.
Reply-To — Use the email address in the Reply-To header.
This setting applies only to incoming emails.
When to use From
For most support mailboxes, customers email your support address directly. In this case, the customer’s email address is in the From header.
For example, if Charlie ([email protected]) emails [email protected], the From address is Charlie’s email address.
In this case, use From as the customer identification source.
When to use Reply-To
Sometimes an email is sent on the customer's behalf.
For example, your website might send an email to NeetoDesk whenever someone submits a contact form. The email could have:
From: [email protected]
Reply-To: [email protected]
If NeetoDesk uses From, it will identify [email protected] as the customer.
If NeetoDesk uses Reply-To, it will correctly identify [email protected] as the customer.
This is also useful when emails are forwarded to your support mailbox and the original customer’s address is preserved in the Reply-To header.
Choose Reply-To when the sender of the email is not necessarily the person NeetoDesk should identify as the customer.