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 I am also looking to change the reply to when a user replies to a ticket.  By default, Odoo uses the user's email, but I need to change this to be the Helpdesk Team's email the ticket is under.  So if a ticket is created in and is under the "Support" team regardless of what user answers the customer will always receive an email from support@companyemail.  The reply still needs to relate to the correct ticket as normal.  

Thanks in advance

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Best Answer

Create an automated action in Message model to update the send 'From' field. Apply on creation while the related document model is helpdesk

https://www.odoo.com/forum/help-1/how-to-set-a-default-email-sender-for-an-app-with-studio-203220#answer-203221

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