Problem with the case system (espo 5.9.3)?

[CarsonGrey]

Hello,

A ticket is created from an incoming email and a reply email is sent with the configured sender email address.

This sender address is the reply-to address.
this is ok.
If an employee sends an email from the case, his personal email address is used as the sender email.
This is why the replies no longer arrive in the case system.

The system cannot be used if the reply emails no longer arrive in the case system.https://19216811.cam/

[yuri]

Hi,

According this https://docs.espocrm.com/user-guide/...#email-to-case the reply-to should be filled automatically if the parent of the email is a Case record. I just tested and it worked fine. Reply-To of the sent email was the 'Reply To Address' of Group Email Account. I tested on v6.0 through I don't think it didn't work in v5.9.

Another option. If you set up personal email accounts for each employee (so that their email boxes are monitored) then emails will be automatically related to a case.