Custom reply email based on Teams (Support, Sales, Projects) instead of using just the primary support email address which is set as support@

this is so it is clear to our customers which team is replying, at the moment, all ticket replies will appear as suppport@

this was achievable in Zendesk where support@ would appear as support and projects@ would appear as projects and sales etc

In our MSP, we have multiple "teams" that deal with different types of tickets. For example, we have an IT Helpdesk with one email address and a "Web Support" helpdesk that deals with tickets specifically around Web Hosting & DNS. We'd like the ability to "send" from any of these teams AND for the system to be able to autoreply from the correct email address when customers raise a ticket. Currently, the system only allows one "sending" address, so whichever team a customer sends their enquiry to, the central sending address is used to send them their ticket reference etc.

Is there an update on this?

In Freshservice MSP version of the Helpdesk, i have had the option to setup clients with their own support addresses.

I can get you screenshots if needed.

Here is the setup:

As the MSP, i setup my default support address.
Then i setup each client that requests their own support address (Incoming & Outgoing). They can then send an internal email and get a reply from an internal email as well.

This helps with clients that have their own smaller IT Dept that piggyback off the MSP helpdesk for cost savings and in the event of escalation or Out of Office, the MSP technician can take over the ticket if needed.

We need the ability to use the same contact email address on more than one customer for billing purposes, and the reason, a contact can be a business owner/decision maker on more than one company (customer). Ex. Parent companies, business investors, etc.

When you working with multiple inbound addresses..
If you answer now on a ticket it is always end out with the "default ticket address". It would be nice if a customer send to sales@ the replies come back from sales@..
If he sends to support@ the replies come from support@...

I agree this would be great we could do on a customer by customer basis also so 3rd party ticketing systems can allocate to the correct customer.

Allow for the "no-reply" responses from Atera to come from different email addresses for different customers. We have a customer that sends emails to Atera and the tickets are logged, but they want their own customer reply email.

Hi, Some customers would like to have there own internal email address for support purposes, now we could forward this our auto-generated email adres but it would be superb if we are able to respond with this email adres, so our servicedesk is fully intergrated in the customers environment

would be nice if this was done on a customer by customer basis so can have different emails/accounts for each customer.

this would be great if could do on a customer by customer basis.

We do a lot of white label work and its very difficult to have a true white label experience when we cannot send or receive emails from anything other than our primary email. We would love the ability to create a different email connector for each of our clients so that we could truly white label our services.