Default Reply From Address

mbrctv · May 16, 2019

Hello, I'm just getting started setting up osticket so far I must say this is a phenomenal piece of software and I must thank all of the community for that!

The current options for reply from address can be set as a global setting as well as per department setting however the option I'm looking for is missing which is
"Reply from the address the original email was sent to" just like the option in Gmail: "Reply from the same address the message was sent to"

https://www.tech-recipes.com/rx/43953/gmail-always-reply-from-the-email-the-message-was-sent-to/

Understanding that we will add all possible options as email accounts for SMTP in osticket, and if the email address doesn't exist it can always fallback to the default.

I would appreciate any guidance in achieving this functionality I'm comfortable with coding however I'm new to osticket so any reference to the necessary functions would be much appreciated

For the next step we can make this even more advanced when using g suite we have the option of SMTP relay so we can basically send from any alias of our domain without having to set it up as an email account in OS ticket

ntozier · May 17, 2019

I agree that this would be a neat feature. This is not currently a feature in osTicket at this time. I do not know if it is on the roadmap either. note: I find that most of the time when i try to do this in gmail it bounces back to me, but that is because I use the SMTP server for the mail host that the email is hosted at instead of gmail's.

I imagine that you would have to edit /include/class.email.php and then edit the file where you want to put the override setting. Example if you wanted the Department to have the override then you would probably edit the /include/class.email.php and/or /include/staff/email.inc.php and emails.inc.php. This is not something that I have tried to implement.

I would recommend that if you add this (with a setting some where like in departments, or in emails, etc.) that you do a Pull Request and try to add the feature via github so that the feature could be accepted into the project.