Email Settings

Email settings control how your outbound replies appear and how SparrowDesk handles unusual inbound email, such as auto-responders and reused threads. They apply across your account.

For connecting an email address in the first place, see Setting Up Email as a Support Channel.

To find a connected email address quickly, search for it on the Email configuration page.

Each email card shows From, Reply-To, To and Cc, for both emails you send and emails you receive.

Open Email Settings

1. Go to Settings → Email to open Email Configurations.
2. Select Settings in the top-right, next to Add Email.
3. In the Email Settings window, switch on the setting you want.

Use Agent Names in Replies

Turn on Use agent names in ticket replies and outbound emails and outbound email shows the replying agent's name as the sender, while the sender address stays your support address. A reply from Sarah Chen arrives as:

Sarah Chen <[email protected]>

This covers ticket replies as well as agent-initiated outbound and forwarded emails, so customers see a person rather than a shared inbox. With the setting off, replies use your support or brand name instead. 

Detect Automated Replies

Turn on Detect Automated Replies and SparrowDesk recognizes automated emails, such as out-of-office and auto-responder messages, and does not treat them as customer replies. Those emails no longer reopen a resolved ticket or add activity to an open one.

• On: automated emails are detected, kept out of the conversation as customer replies, and moved to Spam.
• Off: every inbound email, including automated ones, is treated as a normal customer reply.

Leaving it off can cause loops, where an auto-reply reopens a ticket, SparrowDesk responds, and the auto-reply fires again. Turning it on keeps ticket activity clean. With Smart reopen on (the default), an automatic reply to a resolved ticket is added to the conversation without reopening it.

Create a New Ticket When the Subject Changes

Customers sometimes reuse an old email thread to raise something unrelated: they clear the message, change the subject line, and send. That reply would normally land back on the old ticket.

Turn on Create a new ticket when the subject changes and SparrowDesk routes inbound email by its subject line:

• A reply with a new subject starts a new ticket instead of adding to the original conversation.
• Changing the subject back to one used earlier returns the reply to that ticket.
• Prefixes like Re: and Fwd: are ignored, so an ordinary reply stays on its ticket.

Use the Reply-To Address as Requester

Some emails arrive with a Reply-To address that's different from the sender, for example from a form tool that sends on a customer's behalf. By default, SparrowDesk uses the sender (From) address.

Turn on Use the Reply-To address as requester and SparrowDesk uses the Reply-To address instead:

• The contact is created from the Reply-To address, and becomes the conversation's requester.
• Your replies go to the Reply-To address.

Which Address Your Replies Are Sent From

SparrowDesk sends each customer email from the inbox the conversation belongs to, as long as that inbox is verified for sending. If it isn't, the email goes from your brand's primary address instead. If the brand's primary address can't send either, it goes from the SparrowDesk default address.

When SparrowDesk falls back to another address, the Reply-To stays as the original inbox, provided that inbox can still receive email. Customer replies keep landing in the right place.

This applies to every email sent to customers: agent replies, AI agent replies, workflow and API replies, and customer notifications.

Replies sent from a fallback address show a Default Sender label in the conversation. Hover over it to see why. Admins also see a Verify address link there.

Note: Admins see a banner in Settings → Email for any inbox that receives email but isn't verified for sending. Verify it to send from that address again.

FAQ

1. Does turning on agent names change where customer replies go?
   No. Only the visible name changes. The reply address stays your support address, so replies still return to SparrowDesk on the same ticket.
2. What counts as an automated reply?
   Out-of-office messages and auto-responder emails. 
3. Does Detect Automated Replies delete those emails?
   No. The automated email is still received. It simply does not reopen or update the ticket.
4. Can I turn these on separately?
   Yes. Each setting is its own toggle, so you can enable only the ones you need.
5. Why are all my form submissions from the same requester?
   Your form tool sends from one address and puts the customer in Reply-To. Turn on Use the Reply-To address as requester.
6. Why was my reply sent from a different address?
   The conversation's inbox isn't verified for sending, so SparrowDesk used your brand's primary address or the SparrowDesk default. The Reply-To stays as the original inbox. Verify the inbox under Settings → Email to send from it again.