Enable tickets created via email to use the "reply-to" address for ticket replies
I currently have an issue where I'm trying to integrate an online contact form with tawk.to messages/tickets. The form gets sent from a default wordpress email address with the customer's email address passed through as the "reply-to" address. Tawk doesn't detect the reply-to address. Instead, it used the sender address. This makes it impossible to actually reply to tickets because tawk doesn't detect the right reply address.
David Venter
shared this idea
Hi there David,
Yes, it won’t work as you are trying to use the ticketing system in a way that it’s not supposed to be used yet.
We have had discussions that Visitors should be able to create tickets as well as Agents do but currently we only support Agents creating tickets.
We’re thinking about this but are not sure when development on this will start, though.
6 comments
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Jason
commented
Is there any update on this item?
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Anonymous
commented
Same here. Who wants to make customers send an email for website support? We're not in the dinosaur era anymore. I've also set my contact form with a "reply to email," but it's not working.
Tawk, you obviously do a good job, I discovered you today, and wow, you're good! But when I see in over 4 years you haven't made this very needed simple mod, which is to "reply to email" as reply email for tickets, I'm seriously thinking of opting for a paid option somewhere else...
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samuel
commented
Email sending from support@yourdomain.com is mandatory thing not to confuse users and mislead users from other people.
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Anonymous
commented
Hi ADMIN,
It is a must have feature and quite useful for site owner's. You could just use reply-to address instead of from for all when there is just one email address.
Currently, the ticketing system is almost useless when we can't change the email by ourself and you won't use reply-to address.
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Patrick
commented
Having POP/SMTP integration to ensure that the email doesn't come from "via tawk.to" in the extended header would be great to make the solution seamless
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Patrick
commented
When a ticket is created by an agent, the user gets an email. That email should be from something like "support@yourdomain.com". The customer should have the option to reply to this email and have their response added to the ticket.
Also, a new email to that address should open a ticket that agents can work on.