In most cases, customers email your connected support address directly. However, there are situations where you might send emails yourself, such as when a WordPress site sends emails upon form submission. In such cases, the submitter’s email can only be used as the Reply-To address. This causes NeetoDesk to mistakenly identify your email address (the sender) as the customer’s email, which is not the desired behavior.
To address this, you can configure NeetoDesk to use the Reply-To header to determine the customer’s email address. This ensures emails are correctly attributed to the actual customer, avoiding confusion and ensuring seamless communication.
Steps to Configure
Go to Settings > Mailboxes in NeetoDesk.
Edit the mailbox you are using for these emails.
In the mailbox settings, select Reply-To under the Header for customer emails option.
Click Continue to save the changes.
By enabling this setting, NeetoDesk will accurately associate emails with the customer listed in the Reply-To header. If the Reply-To header is not present, NeetoDesk will fall back to the To address.