Identify customer using

When an email arrives in a mailbox, NeetoDesk needs to know which customer sent it. The Identify customer using setting decides which email address NeetoDesk uses for this:

• From: NeetoDesk uses the address in the From header. This is the default.

• Reply-To: NeetoDesk uses the address in the Reply-To header. If an email has no Reply-To address, NeetoDesk uses the From address instead.

You can choose this separately for each mailbox. The setting applies only to incoming emails.

When to use From

For most mailboxes, customers email your support address directly, so their own address is in the From header.

For example, if Charlie (charlie@example.net) emails support@example.com, the From address is Charlie's address, and NeetoDesk makes Charlie the customer on the ticket.

When to use Reply-To

Use Reply-To when emails reach your mailbox from a tool that sends them on your customers' behalf, such as a contact form on your website. When someone fills in the form, your website sends the details by email to your support address. That email usually comes from your own address and has the visitor's address in the Reply-To header:

From: notifications@example.com
Reply-To: charlie@example.net

With From, NeetoDesk makes notifications@example.com the customer on every contact form ticket, so your replies and automatic emails go to your own address. With Reply-To, NeetoDesk makes Charlie the customer, so they go to Charlie.

Emails that customers send from their own email app usually have no Reply-To address, so NeetoDesk keeps using the From address for them. This means one mailbox can receive both contact form emails and direct emails.

NeetoDesk takes only the email address from the Reply-To header, not the name. New customers created this way are saved with just their email address.

Reply-To also helps when another service forwards emails to your mailbox and keeps the original customer's address in the Reply-To header. When a team member forwards a customer's email by hand, NeetoDesk handles it with a different setting: Use the original sender as the customer for forwarded emails.

Changing the setting

1. Go to Admin panel > Support channels > Mailboxes.

2. Click the mailbox you want to change.

3. Click the Settings tab.

4. Under Identify customer using, select From or Reply-To.

5. Click Save.

The change applies to emails that arrive after you save. Existing tickets keep their current customer.