10.17. Configure Ticket Reply-To Email So Clients Can Respond Directly

Navigate to Settings > Email > Outbound Email.

This section explains how to configure the outbound "From" address for ticket notifications in AlgaPSA. By default, ticket emails are sent from a noreply@ address, but you can configure a reply-enabled address (such as support@) so clients can respond directly to ticket notifications without logging into the portal.

The Ticketing From Address depends on outbound email, not on your inbound connector. Connecting a Microsoft 365 or Google Workspace mailbox only brings mail in; those connectors never send. The Ticketing From Address section stays locked until an outbound provider with a domain is in place: a saved SMTP configuration with a From Address, or a verified managed domain. On appliance and Essentials installs, the outbound provider is SMTP, and the outbound domain is derived from the SMTP From Address. See Set Up Email on the Appliance for the appliance walkthrough.

Overview

• Purpose: Allow clients to reply directly to ticket notification emails instead of entering the portal.
• How It Works: Configure the "Ticketing From Address" to use a connected inbox (e.g., support@yourcompany.com) so replies are received and threaded with the original ticket.
• Benefit: Improved client experience and faster communication on tickets.

Prerequisites

• A configured outbound email provider. Save an SMTP configuration with a From Address under Settings > Email > Outbound Email, or verify a managed domain (paid plans). The Ticketing From Address section stays locked until one of these provides an outbound domain.
• A connected inbound email provider (Microsoft 365 or Google Workspace) configured in Settings > Email > Inbound Email.
• The connected mailbox should be the address you want clients to reply to (e.g., support@yourcompany.com).

Configuring the Ticketing From Address

1. Navigation: Go to Settings > Email > Outbound Email.

2. Scroll to Ticketing From Address: At the bottom of the Email settings page, locate the Ticketing From Address section.

3. Select Your Connected Inbox:

   • Click the dropdown to view available connected inboxes.
   • Select the email address you want outbound ticket emails to come from (e.g., support@yourcompany.com).
   • This address must be a connected inbound provider so that replies are automatically received and processed.

4. Save Changes:

   • Click Save to apply the configuration.
   • All future ticket notifications will be sent from the selected address.

How It Works

When configured:

• Outbound emails: Ticket notifications (new ticket, status updates, comments) are sent from your selected address instead of noreply@.
• Client replies: When a client replies to the email, the response is received by your connected inbox.
• Automatic threading: Replies are matched to the original ticket and added as comments, maintaining the conversation history.

Alternative: Other Address

If you need to use a different address that isn't a connected inbox:

1. Select Other address on [your domain] from the dropdown.
2. Enter the email address you want to use.
3. Important: The custom address must use your configured outbound email domain.

Note: Using a custom address that doesn't match a connected inbox may prevent automatic reply processing. For best results, use a connected inbox.

Troubleshooting

• The Ticketing From Address is grayed out: No outbound domain exists yet. Configure the outbound provider first. On appliance installs, save the SMTP settings with a From address; AlgaPSA derives the outbound domain from it and the field unlocks. See Set Up Outbound Email over SMTP.
• Microsoft 365 is connected and shows "Ready", but AlgaPSA sends nothing: Expected. The Microsoft connector is inbound-only, and "Ready" only confirms its Entra app credentials. Configure an outbound provider under Settings > Email > Outbound Email.
• Still sending from noreply@: Verify the Ticketing From Address setting is saved. Check that the selected inbox is still connected and active.
• Client replies not creating ticket comments: Ensure the From address matches a connected inbound provider. Verify the provider status shows "Connected" in the Providers tab.
• Cannot select an address: You must first connect an inbound email provider in the Providers tab before it appears in the Ticketing From Address dropdown.
• Domain validation error: Custom addresses must use your configured outbound email domain. Contact your administrator to verify domain settings.

Best Practices

• Use a shared mailbox (e.g., support@, helpdesk@) rather than a personal email for ticket communications.
• Ensure the selected inbox is actively monitored and connected to avoid missed replies.
• Test the configuration by sending a test ticket notification and verifying the From address appears correctly.
• Inform clients that they can now reply directly to ticket emails for faster support.