Why is the customer email address changed using "+client.domain.name-via-support@my.company.domain"

Hi,

I noticed a strange behaviour with Zoho Desk that I don't quite understand.

I have customers that open tickets with their email addresses - that's fine. For instance "mike@foo.com".

My company has its support email address as simple as "support@barbaz.com".

When the ticket is first created, it's all fine, and the email address is displayed properly as follows:

Then I answer the ticket and it's still fine:

But then Mike responds again, and here his email address is changed!

At first, I didn't pay much attention to it because it was still working fine when we answer the ticket, Zoho Desk is apparently capable to re-build the proper client address to send the email as expected. But recently, I've had some cases where the email address wasn't replaced properly as in the original email, thus leading to an email delivery error (because of course "mike+foo.com-via-support@barbaz.com" doesn't exist in my company).

It's even more "dangerous" in fact because let's say there is actually a user in my company with an email address as "mike@barbaz.com". Then he will receive the email instead of the customer (because all that's after the "+" sign is just a convenient way to filter using a single email address), the customer won't, and there won't be any email delivery error to let us know this happened.

I really would like to understand why is that? Why is it happening apparently at random?

Note #1: my agents are using the Desk interface in the Bêta version. Since it's a front-end change, I don't expect it to have an impact on back-end processes (I guess the ticket responses are a back-end process).

Note #2: our customers are using a custom portal developed by my company, so we're using the Desk API to interact from this portal to actual Desk tickets. I've already asked them (the dev team in charge of this portal), but they don't touch anything related to the customer email address, they're not responsible for the whole "via" thing.

I'm currently very confused by this, and I would really appreciate to have better understanding of what's going on here.

Best regards,

Cyrille

New to Zoho LandingPage?

Access Zoho LandingPage

Zoho LandingPage Resources

New to Zoho Survey?

Access Zoho Survey

Latest Feature Updates

Explore our Pricing & Plans

Zoho Survey Resources

Android Mobile Surveys

Insurvey Blogs

Insight Blogs

Tips & Tricks

New to Zoho CRM Plus?

Deliver unforgettable customer experiences

ACCESS ZOHO CRM PLUS

New to Zoho CRM Plus?

Deliver unforgettable customer experiences

ACCESS ZOHO CRM PLUS

New to Zoho Marketing Plus?

Everything you need to run your marketing

ACCESS ZOHO MARKETING PLUS

New to Zoho Marketing Plus?

Everything you need to run your marketing

ACCESS ZOHO MARKETING PLUS

New to Bigin?

Signup Now

Access Bigin

Latest Feature Updates

Zoho Desk Resources

Desk Community Learning Series
Digest
Functions
Meetups
Kbase
Resources
Glossary
Desk Marketplace
MVP Corner
Word of the Day

Tout forum

France ZUGs

Zoho SalesIQ Resources

Sticky Posts
2024 Email Authentication Standards: Elevating Security with Google and Yahoo
In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email
Announcing the New and Improved Article Editor
KBase articles are known to help customers, find solutions to problems on their own and set the stage for ticket deflection. That said, the way you present your KBase content is the clinching factor that ensures your customers stick around to consume it. We took it upon ourselves to build an editor that allows you to publish articles without delving into the code. Well, at least for the most part. With more options and a redefined interface, the article editor in Zoho Desk is now better than ever!
Announcing the Happiness Rating 2.0!
Today, we are excited to introduce you to Happiness Ratings 2.0. We’ve enhanced our happiness rating offering with more features and reports to help you make more sense of your customer service. Here is the list of new additions and improvements that this release incorporates. Rating Option in Emails All this while, your customers were required to click the rating link from within an email to view the rating options. Today, you can choose to display the options (Good, Bad & Okay) just below the
Webinar 2: Supercharged customer support for growing business
Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you: Understand your customers better and their journeys to proactively support and engage them even before they ask for help. Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer service
Edit and Delete options in Comments
A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-important