{"id":33267,"date":"2025-09-05T17:55:32","date_gmt":"2025-09-05T17:55:32","guid":{"rendered":"https:\/\/help.desk365.io\/en\/?post_type=docs&p=33267"},"modified":"2026-03-16T08:22:44","modified_gmt":"2026-03-16T08:22:44","slug":"advanced-email-settings","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/advanced-email-settings\/","title":{"rendered":"Advanced email settings"},"content":{"rendered":"\t\t
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\nAvailable with:<\/span>\n\n\n<\/circle>\n<\/path>\n<\/svg>\nPlus<\/span>\n<\/span>\n|<\/span>\n\n\n<\/circle>\n<\/path>\n<\/svg>\nPremium<\/span>\n<\/span>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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T<\/span>he Advanced Email Settings that are available in the Plus and Premium Plans<\/span> help you fine-tune how your system manages incoming emails and ensures tickets are handled in the right way. These settings give you more control over:<\/span>\u00a0<\/span><\/p>

  • How requester contacts are created.<\/span>\u00a0<\/span><\/li><\/ul>
    • How responses are threaded into existing tickets.<\/span>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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      1. Use the \u2018Reply-to' email address to create the requester contact <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      Emails often contain both a \u2018From\u2019 address and a \u2018Reply-to\u2019 address. These two can be different, for example, when messages are sent on behalf of another person or forwarded through a distribution list.<\/span>\u00a0<\/span><\/p>

      • If this option is enabled<\/span><\/b>:<\/span>\u00a0
        The system will use the <\/span>Reply-to<\/span><\/b> address as default to create the requester contact. This ensures that when a customer replies through a delegated inbox or forwarding setup, the actual customer\u2019s email address is captured as the requester.<\/span>\u00a0<\/span><\/li><\/ul>
        • If this option is disabled<\/span><\/b>:<\/span>\u00a0
          The system will rely on the <\/span>From<\/span><\/b> address from the email header to create the requester contact.<\/span>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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          2. Add responses to existing tickets using ticket number with prefix <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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          You can explicitly direct a response to a ticket using the ticket number with a prefix.<\/span>\u00a0<\/span><\/p>

          • How it works<\/span><\/b>: Add <\/span>desk365-<\/span><\/i><\/b>tkt# <\/span><\/i><\/b>before the ticket number <\/span><\/b>in the subject line of the response.<\/span>\u00a0<\/span><\/li><\/ul>
            • Example: <\/span>Re: desk365-tkt#8943 \u2013 Account Access Issue<\/span> \u00a0<\/span><\/li><\/ul>

              The system will ensure this reply is threaded into ticket <\/span>#8943.<\/span><\/b>\u00a0
              \u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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              \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"email\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"author":15,"featured_media":0,"parent":20760,"menu_order":10,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-33267","docs","type-docs","status-publish","hentry","no-post-thumbnail"],"comment_count":0,"_links":{"self":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/33267","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/users\/15"}],"replies":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/comments?post=33267"}],"version-history":[{"count":22,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/33267\/revisions"}],"predecessor-version":[{"id":35726,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/33267\/revisions\/35726"}],"up":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/20760"}],"prev":[{"title":"Troubleshooting email bounces","link":"https:\/\/help.desk365.io\/en\/articles\/troubleshooting-email-bounces\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/26946"}],"wp:attachment":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/media?parent=33267"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/doc_tag?post=33267"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}