Customized the reply to based on assignment group (Not notification)

[Jeanne Goodman]

From an incident form, I would like to be able to change the action, so that if the agent goes to the More (...) menu and select Compose Email... instead of the default address servicecenter@someaddress.com, could it default to the address tier2@someaddress.com if the assignment group is Tier2.

Is that possible?

Best,

Jeanne

[John Constant]

1) Go to Email Client From address [sys_email_client_from_address], register your custom emails.

2) Them go to Email Client Templates [sys_email_client_template] and create a template (Table: Incident, Filter: your condition, Sender Configuration: From List, and select the email)