You can create an Automated Action that catches the emails just before they are sent and changes the address, just for helpdesk tickets:
if record.model == 'helpdesk.ticket':
record['email_from'] = 'firstname.lastname@example.org'
record['reply_to'] = 'email@example.com'
In Odoo 13.0 (did not check other versions) you have to link the action to the Message object and adapt the code as well:
log("Action called for %d records" % len(records))
for mail in records:
log("action called for model %s" % mail.model)
if mail.model != "sale.order":
Hey, that's a really good solution :) What if you have several "helpdesk teams"? For example, I have a team for support. Then I want the mail to go out from firstname.lastname@example.org.
And then I have another team for Customer Care - I would like the mail to go out as email@example.com.
Could you possibly help me with this?
Hi, sorry to hijack the thread but i have a similiar problem with Survey module.
The email_from get correctly changed by the action, but the reply_to no, it remain the address of my odoo user. Any hint?
I've adjuster the code to be:
if record.model == 'survey.survey':
record['email_from'] = 'firstname.lastname@example.org'
record['reply_to'] = 'email@example.com'