ntozier
Yes, apologies, we only have 2 Active Agent accounts as there are only 2 people managing the Support Centre. Once they receive a ticket, they either respond, or collaborate with someone to assist.
In the past, collaborators were able to click on a reply button that appeared below the email, but this reply button no longer appears below the emails and requires collaborators to log-in to the Support Centre to reply.
To get around this, the Support Centre Agents are now taking screenshots of the tickets and forwarding it on to the relevant collaborator, so he/she is able to reply to the person.
As the email is sent from the Support Centre, hitting the reply on email, will respond to a "no-reply" email address thus not delivering to the recipient.
