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

Navigate to Settings > General > 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.

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 connected inbound email provider (Microsoft 365 or Google Workspace) configured in Settings > General > Email > Inbound Email > Providers.
• 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 > General > 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

• 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.