When a user creates a ticket, what changes do I need to make to the portal so the user receives an email confirmation coming from the itsupport@ email address rather than the public email address which is the one with the strange format?
What changes do I need to make so the user receives an email confirmation from 'itsupport@' address?
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SherpaDesk will reply with a unique email address (i.e. asdf2.masdf@app.sherpadesk.com). This tells the parser what organization and ticket to update with any email replies. Organizations are able to update their domain to a custom subdomain, however, the prefix needs to be static as it is being used to parse incoming messages.