We want the 'To' field prepopulated when we reply via the email client template from case form.

[Daniel R2]

Hi, 

When we open the email client template on a case form and select 'reply' - the 'to' field is blank. However, we want this pre-populated with the email address that we are replying to, can anybody please advise here. We thought this would just be general OOTB and would work.

This functionality works, when a case is raised through employee center, when you select reply it prepopulates with the user who raised the request. However when a case is created through an inbound email action, then the 'to' field does not prepopulate

[ersureshbe]

Hi, You can achieve through OOB configuration. Use below table and find the case associated template and change the 'To' address field as you required,

/nav_to.do?uri=%2Fsys_email_client_template.do

[Daniel R2]

@ersureshbe - thank you for your reply.

This functionality seems to work when a case is raised through employee center, when you select reply it prepopulates with the user who raised the request.

However when a case is created through an inbound email action, then the 'to' field does not populate. So when an external user (not inlcuded in the sys_user table) sends an email it creates a case, there name is also populated in a from_email custom field. We have tried adding the name of the custom field to the 'to' field of the email client template, however this still does not populate the 'to' field. 

[ersureshbe]

Hi,  The functionality is applicable through the agent workspace. If the email-to-ticket conversation is also applicable too. Im not sure where you are seeing other areas in the email template.

If the email to ticket is connected with a right caller or requester name and clicking the compose email template based on the above table config it will pop up automatically.