Hello,
The current system sends updates regarding support tickets initiated via email only to the sender’s email address.
However, it disregards the presence of a “reply-to” header in the initial email message that started the support ticket.
Respecting the “reply-to” header would fulfill the request of genuine users who indicate their preference for receiving responses at that address.
It would also enable us to forward any user messages received through a different channel by indicating their email addresses in the “reply-to” header, thus transferring them to the tawk.to support ticket system.
Suggestion:
If a support ticket has been created from an email message, the system should respect the “reply-to” header and send updates regarding the relevant support ticket to that address.