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When users write to our forums, we get the email with our own mailbox as the From address and ReplyTo as the user's address, so when we click reply for the email, it goes directly to the person.
Freshdesk doesn't support this, so we had to switch to changing From to the user's address and then put in the original real address into ReturnPath.
It's nuisance, it would be much better if Frehbooks supported ReplyTo, as every mail client does.
Was this ever addressed? We're facing the same issue :-(
@Freshdesk: Could you please look into this?
This is something we are looking into actively. I'll post an update once it is out there.
We have addressed this. You can go to Admin-> Email Setup and enable "Use Reply-To.." at the bottom of the page. Hope this helps.
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