Reply email

Hi,

We suspect that you have set some reply-to feature for the specified email. To check this please go to your support@email-> settings ->accounts and import-> add another email address (under send mail as) and click on ‘specify a different reply-to address’. Check whether if any email address is specified there.

When a mail id is given there all your reply emails will go to the specified email address.

Regards,
WSDesk

Hi,
I’m sorry, but I’m not sure where I am looking for the following:

support@email-> settings ->accounts and import->

Is this in the WSDesk settings as I can’t see it??

Under WSDesk > Email > Support Email (Outgoing) it already has the email setup as support@. I’m not sure where to find support@email-> settings ->accounts and import->

Thanks for your help.

Hi,

There are two cases why this issue may be caused,

First is that, if your server SMTP settings are not configured properly, all the emails sent from WordPress will be going from the WordPress admin email. For testing this case, try how your default mails like order completion mail or forgot password emails are being sent. If you have the same issue, then your server SMTP settings are not configured properly.

The second case is that if your email is set up with a ‘reply-to option’.
To check this go to your Mail settings. If you are a Gmail user, you can find it in the following path.

Go to the Gmail settings->accounts and import-> Then under the sent mail as section, you can see an option ‘add another email address’ and click on ‘specify a different reply-to address’. Check whether if any email address is specified there.

Regards,
WSDesk

• This reply was modified 6 years, 11 months ago by wsdesk.
• This reply was modified 6 years, 11 months ago by wsdesk.

Hi

Thanks, it appears it is using the email address setup in Settings > General which is admin@

WP Desk has support@ setup for mail.

You mention that if this is happening that my server SMTP settings are not configured properly. How do I rectify this? Is it a wordpress setting?

Thank you ??

Hi,

You said that the admin@ email is setup in your mail settings-> General. Is the admin @ email, setup as a reply-to email address? If it is set as a reply-to email address, then your issue is because of that settings. All your reply-to emails will be going to the email address that is admin@. If you are still facing any issues, let us know which email service you are using?

In order to rectify if your server SMTP is configured fine, please contact your server administrator.

Regards,
WSDesk

The reply-to email settings in WSDesk are pointing to support@ not admin@
The only place admin@ is setup is in my main wordpress settings.
So to clarify, I have reply-to’s setup in WSDesk to go to support@ but when the support email comes through and my customer hits the reply button, it is going to admin@

Hi,

We need your admin credentials. Please raise a ticket at [email protected]. We shall find the exact cause and fix it.

Regards,
Vineet

Hi Vineet
I sent the details to [email protected] over a week ago but never got a response.
Could you please investigate
Thanks
??

Hi Ziilch, Could you please let us know the ticket number?

I didn’t receive a confirmation with a ticket number. But I just resent it to your support email. The subject is: Fwd: “Reply Email” help

Ok, it must not have sent properly last time. I just received a ticket ID for this one though #4046

Hi,

We haven’t received any tickets from you before. We only received ticket #4046 today. We have replied to that. Please check.

Regards

Hi,

Please send your admin credentials on the ticket #4046. One of our developers will check your issue.

Regards,
WSDesk

Thank you. I just sent them through ??

Hi,

We haven’t received your credentials in ticket #4046. Also, we have replied to your ticket and didn’t get your response.

This is to just remind you that we are waiting for your response.

Regards