freescout-helpdesk
Reply from the email/alias that conversation was originally created from
My use case, that I'm able to use with other helpdesks, but not with freescout - is that I have one 'physical' mailbox with multiple aliases going to it. I would like to be able to reply using those aliases.
For example I have an email: [email protected], that has an alias [email protected]. When I create new mailbox in freescout - freescout will import them both into one mailbox (which is perfect), but then, when I reply - it will use main email configured for that mailbox as from address.
Since original email it was sent to is stored in thread table, maybe it's possible to add an option for specific mailbox to reply from multiple emails. For example if it matched the array of "alias" emails - then use alias as from email. Most SMTP servers will allow authenticating with one address and using different from (if it's an account alias)
@freescout-helpdesk do you agree that this app functionality should follow how helpscout is managing mailboxes, alias and teams?
https://docs.helpscout.com/article/868-when-to-set-up-new-mailbox#shared
Hello @alekseyp did you find solution ? i have the same issue and no solution from my side......
We ended up with a rough workaround. Even though I wish we could have it triggered off a tag. But it is working. NOTE: You need to add the alias in the Send From account settings within gmail for it to listen.
file app/Mail/ReplyToCustomer.php https://github.com/freescout-helpdesk/freescout/blob/dist/app/Mail/ReplyToCustomer.php#L59
if (!empty($new_headers)) {
$this->withSwiftMessage(function ($swiftmessage) use ($new_headers) {
if (!empty($new_headers['Message-ID'])) {
$swiftmessage->setId($new_headers['Message-ID']);
}
$headers = $swiftmessage->getHeaders();
foreach ($new_headers as $header => $value) {
if ($header != 'Message-ID') {
$headers->addTextHeader($header, $value);
}
}
#################################### INSERT FOR ALIAS FROM
if(stristr($this->conversation->subject,'TEXT_IN_SUBJECT')) {
$from = $headers->get('From');
// find current mailbox it's sending from
if(stristr($from->toString(),'[email protected]')) {
$from->setNameAddresses([
'[email protected]' => 'Orders - Other Company'
]);
}
else {
$from->setNameAddresses([
'[email protected]' => 'Sales - Other Company'
]);
}
}
#################################### END INSERT FOR ALIAS FROM
return $swiftmessage;
});
}
What is the current functionality of Mailbox > Edit > Aliases? We was hoping that we can use this aliases as FROM address when replying in a conversation. But it seems the sender (FROM) is ALWAYS the mailbox mail-address 😢
Btw: "Aliases are other email addresses that also forward to your mailbox address. Separate each email with a comma.": this seems also not be the case. We sent an email to [email protected] (as forward/redirect to our [email protected] postbox at the mailserver), which is still processed or recognized by Freescout, but the test@ is NOT given as alias. Is it a bug?
Use-case: the mailbox e.g. is [email protected], but for personalized marketing we also having "virtual support members" like [email protected] and [email protected]. Customers which responding to such marketing mails expect an answer from Joe or Carry, which just can be any of our support staff-member/agent.
It does not make sense to create a postbox for each single "virtual support member", that is usually where aliases are for.
Implemented in the master branch.
In the mailbox settings:
When replying:
@freescout-helpdesk wow, thanks a lot for this amazing fast implementation! Just tried it and it works like charm 👍🏼 IMO can be released and merged to dist.
@freescout-helpdesk great feature, can you add the ability to change the "from" to be one of the aliases when creating a new conversation?
@freescout-helpdesk great feature, can you add the ability to change the "from" to be one of the aliases when creating a new conversation?
This is how it already works.
@freescout-helpdesk when I create a new conversation I cannot change the "from". Only when replying to an existing conversation, I get the dropdown to change "from". See how my new conversation page looks like:
Selecting mailbox alias in a From field when creating a new conversation has been implemented in the master branch.