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Is there a way for us to set the "reply-to" default for customers when they respond to helpdesk tickets emailed out to them via odoo enterprise v10 helpdesk?
We actually want them to automatically reply to a different email address to the one that odoo sends the email out as.
Looks like a solution was never shared. 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.
I solved it!
Dev mode - techical - parameters - system parameters
change mail.catchall.domain to yourdatabase.odoo.com
this should fix it.
Sorry, but this is no solution to the question asked. If at all, this is only a general catchall setting for Odoo online customers.
It worked for me...
Activate the developer mode and go to "Settings/Technical/Email/Aliases" and change the alias accordingly.
Thank you for your reply - would this cause issues with the incoming harvesting of emails though?
Stop, did you mean that you want to use another email alias just for the reply only?
Correct (so when customer presses reply in their email software, it loads a different reply to address to the actual email address).
Then forget my answer. You might try to change the email template, but I'm pretty sure that would break the communication flow and I do not know what then could happen, or what would be going lost.
I see in the email templates for the helpdesk (i.e new ticket / closed ticket auto responses) you can set the reply-to and it works perfectly - it is just strange that this reply-to is then not displayed on the open ticket responses as well for customers to reply to.
If it works for you, then it is great. I'm sure there is also a way to display the reply-to address, but I have no access to Odoo EE in order to check.
Just to clarify - it works correctly for the new ticket alerts but not for when we add a reply to the helpdesk ticket - its the replies added to the helpdesk ticket sent out to the customer that we wish an alternative reply-to email be set
Just change the email template of the ticket , either the from field and /or the reply to
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