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Hello,
I am testing cases and when I try to reply by email to a previously received email, the "To" email address is not the one I expect.
Here is my use case. I create a case by email using the email-to-case functionality. I configured a group email account to receive all emails that should create cases.
The case is created and in the "History" side panel, I see the email as "Archived".
From this point, I want to reply to this email. I expect the "From" and "To" fields to be inverted from the email received. But they are the same as in the original email: the "To" field is the group email account instead of the one of the contact who created the ticket.
I must have done something wrong as if I try the same thing in the live demo environment using the Forum case "Payment issue", it is working as expected.
How can I correct this issue?
Best regards,
I am testing cases and when I try to reply by email to a previously received email, the "To" email address is not the one I expect.
Here is my use case. I create a case by email using the email-to-case functionality. I configured a group email account to receive all emails that should create cases.
The case is created and in the "History" side panel, I see the email as "Archived".
From this point, I want to reply to this email. I expect the "From" and "To" fields to be inverted from the email received. But they are the same as in the original email: the "To" field is the group email account instead of the one of the contact who created the ticket.
I must have done something wrong as if I try the same thing in the live demo environment using the Forum case "Payment issue", it is working as expected.
How can I correct this issue?
Best regards,
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