This app helps agents with multiple groups and multiple email accounts to set default reply "from" email on reply and on new email page.
The app allows you to set the default "from" email address on the ticket page for reply. Also allows you to disable changing of the from and cc/bcc fields.
On the New Email Page(Outbound Email) it sets the default from email address and you can set exceptions for certain groups with the default from email address for those groups.
To install this app you will need your freshdesk domain name ( eg: honeybadgers.freshdesk.com ) and your api key
To get your API key follow these steps : https://support.freshdesk.com/support/solutions/articles/215517-how-to-find-your-api-key
Step 1: Enter your Freshdesk domain and APIkey
Step 2: Click Verify Button; if any error please fix the error
Step 3: Enter the default from email address for reply emails.
Step 4: Check the corresponding checkboxes for disabling from or cc/bcc fields.
Step 5: In the Exceptions choose "groups" from the dropdown
Step 6: Wait for Freshdesk to populate the fields
Step 7: Choose the groups (multiple) for which you want to set exception default "from" email address. Note that this is only for "New Email" / "Outbound Email". *1
Step 8: Choose the email that you want to set as default from email address for these groups.
Step 9: you are ready.
*1 - While on the new Email page, when you change the group of the email, the from address will change automatically.