Change "from" field to "to"

[mabueh]

Hi

I was wondering whether it is possible to set the "from" field to the address the request has been sent to. If so, how and where can it be done?

If this is question is confusing, here our setup:
The customer sends his e-mail to one of the following e-mail addresses: support@support1.com or support@support2.com. The e-mails from both addresses will be processed in 1 OTRS system (as the customers issues are the same on both support addresses). When the reply is sent back to the customer, the sender address shall be the one the cusotmer had sent his e-mail to (support@support1.com or support@support2.com).

Thank you for your help.
Kind regards
Martin

[jojo]

assign the addresses to 2 different queues. So Tickets going to address1 will be in queue1 and vice versa

[crythias]

also, the autoresponse has its own email address, regardless of what the queue says, so you'll need a different autoresponse with a separate from address for each queue where this matters.

[mabueh]

Thank you for your fast replies. I think I have not asked my question properly enough and not given you the background, so I will try to explain our issue:

Company Set-up
We sell our products in different countries. Customers send us e-mails to support@Canadasupport.com or support@Italysupport.com, etc.. The issues are for all countries the same, therefore we collect all e-mails from all countries in the queue "Inbox", from where they are distributed manually to the queues "pants", "sweater" or "t-shirt". Our customer care team clarifies the issues in the 3 queues with the producer and then replies to the customer in OTRS with "Compose answer for ticket".

Issue
In the regular OTRS setup, the customer receives this e-mail from support@support.com (system e-mail address). This however is confusing for the client, as he does not receive an e-mail from the same address he had sent his earlier e-mail (being support@Canadasupport.com or support@Italysupport.com). We need to avoid this and we will not differentiate in our queues between different countries, as there are too many and there would be too many queues.

Solution/Question
We understand that we can not set different sender addresses with OTRS in the same queue, so that they could be chosen when composing answer for ticket.
The simplest solution we could think of was to automatically replace the "from" (currently support@support.com) in "Compose answer for ticket" by the e-mail address the customer has sent his e-mail to ("support@Canadasupport.com or support@Italysupport.com").
-> How can this be done?
-> Are there any other solutions possible?

Thank you for your help and kind regards
Martin

[crythias]

In the regular OTRS setup, the customer receives this e-mail from support@support.com (system e-mail address).

No, the customer receives this email from the email address assigned to the queue (pants, sweater, t-shirt).

We need to avoid this and we will not differentiate in our queues between different countries, as there are too many and there would be too many queues.

Why not? Make the pants, sweater, t-shirt as a service and the country as a queue.