App email replies and outbound email settings

Hello,

 

I need some clarification on email replies per app and outbound email settings.

Are these the same or how do they operate differently?

It seems email replies act as the reply monitor which is pretty straight forward. If I change this for an existing app to use a custom email instead of org, what happens to existing tickets floating out there with reply codes?

For the outbound email settings, could I use our org level email address but spoof another? How would replies be handled? Would they still go through the org level and respond back as the spoofed email address?

Tags configure-email
Asked by David Mitchell on Fri 3/31/23 3:39 PM
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Answers (2)

This answer has been marked as the accepted answer
Mark Sayers Fri 3/31/23 3:58 PM

Hello David,

They will continue to go to the org reply monitor like their original headers specified, and it should be able to handle applying the replies to the right ticket, then new notifications will go to the proper reply address.

You could potentially get it to send as another address as long as the account you are authenticating the SMTP server with has permissions to send as that other address. Replies work the same way by the value encoded into the header by either the app-level reply setting or the org level one depending which your app is configured to use.

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Thank you Mark, that helps. One question I forgot to ask, do I have to create a user in TDX to be able to authenticate with the email setup or can I create a service account? - David Mitchell Fri 3/31/23 4:03 PM
A Service Account is ok for any ticket creation monitors, you'll want a User account for the reply monitor(s). If you already have those, and they have access to the app(s) in question, then you shouldn't need to create them new, no. - Mark Sayers Fri 3/31/23 4:12 PM
David Mitchell Fri 3/31/23 4:14 PM

Thank you

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