Reply email setup when using multiple departments
Hi there!
Our Zoho desk is setup with multiple departments. We have a specific inbound/outbound email address for each of these departments so almost all inbound and outbound requests come and go via that department's email address.
However, occasionally we will need to move tickets between departments (sometimes several times). When doing this on occasions we've noticed that when a reply is sent from the next department the ticket has been moved to, the "from" email is still that of the preceding deparment.
For example:
Ticket comes into the BLUE department via blue@ourdomain.com . That gets moved to the RED department. Someone in the RED department replies to the customer but instead of coming from red@ourdomain.com it comes from blue@ourdomain.com.
We have asked & advised our staff to check the "from" email field when sending emails, but due to the nature of the work and the workload, this is not a viable solution.
How can we ensure that when a ticket is moved to a particular department that all replies sent when sitting in that department will come from that department's associated email?