If the agent wishes to change the 'From address' in a ticket they can manually change it from the dropdown in the ticket reply editor.
If any support address is added under Admin -> Email but it is not showing up inside the ticket, then please check if the support address is verified. Only verified support addresses can be used to send the replies.
Points to remember:-
1. If a support address abcx@companysupport.com is associated with product X, then all the tickets created from portal X will have the support address abcx@companysupport.com as the reply 'From' address. This is applicable if an agent manually creates a ticket with a product field filled as X.
2. If an email is sent to the support address abc@companysupport.com through which the ticket gets created, then the 'From' address of the reply will automatically be set as the same support address.
3. If an email is sent to the support address abc@companysupport.com and a different support email is automatically showing up in the 'From' address and if the admin wishes to change/check this, please check the below pointers:-
- Check if abc@companysupport.com is verified. If not request the admin to verify the email and check once.
- Under Admin -> Apps -> Customise From email address app is installed and configured. Please check the settings to see if it is overriding the default behavior.
- Check if the support address abc@companysupport.com is forwarding the email to its respective forwarding address. If the emails are forwarded to a different support email address's long forwarding email then that support address will be used as the reply From address by the system.