Can I change the email address used for replies?
The email address used for replies is the 'From Address' or 'Reply-to Address.' It indicates which email address customers see when you respond to their inquiries.
Yes, let's say you have two email addresses set up for your SupportBee account: billing@example.com and support@example.com. For example, if a customer sends a query to support@example.com, but you want the replies to come from billing@example.com, you can change the reply address accordingly. This way, all future replies will be sent from billing@example.com instead of support@example.com.
How do you change the "From address"?
Open a ticket, go to the right sidebar, select Edit under the Source box, and select a different email address from the list.
Can I change the primary email recipient?
Yes; open the ticket, go to the right sidebar within a ticket, select Edit under the Customer Profile section, and update the primary recipient's name and email.
Will changing the primary email recipient remove all CCs?
No, changing the primary recipient will not remove existing CCs. However, if you manually remove CCs from a ticket reply, they will only be automatically included in future replies if they are added again.