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Recently, we've transferred to a new help desk system, where customers can submit a help ticket for any issues they're having. In the old system, when a new ticket was created, it would email the help desk team with the from address of: Display Name Here <email address in brackets>
In the new system, the only thing that we are getting in the from address is: email address
These emails are coming from the server itself so the from address isn't an actual user that can simply have a display name added onto it. Unfortunately, our previous SharePoint administrator is no longer here so I can't ask how he did it. The original help desk system was set up a long time ago as well so I'm sure he wouldn't remember even if I could ask him.
Any help would be great. Thanks!
@Noster ,
Does the user submit the help ticket in SharePoint site?
Currently per my test, when we configure outgoing email From address box, the email address as you want it to be displayed to email recipients.
Then when I receive the alert email, it will show the site name[From address] as shown below:
And this is the default alert email format, as far as I know there is no other way to set it.
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Thanks for the quick response!
Yes, our users submit the help ticket within out help desk SharePoint site. I've attached two photos below to show what it used to look like and what it looks like now.
Old:
New:
IIn the old system, emails were triggered by SharePoint workflows. In the new system, emails are triggered by Nintex Workflows.
Yes, they do use the same exchange server as before.
The new system runs off of the same SharePoint production server that the old system did. Same site collection as well, just different url subsite.
@Noster ,
If possible, create a SharePoint workflow to compare the results.
Since Nintex Workflows is a third-party tool and we are not able to provide support on any third-party tools. So I would suggest you seek help from third-party suppliers.
Apologies for the late response. I got in touch with Nintex support and was told that it is not possible to change the display name through Nintex Workflows, only the outgoing email address. We tested our new system with SharePoint workflows and it worked. SharePoint workflow's that send out alert emails, for things such as a new helpdesk ticket being submitted, will automatically apply the site name as the display name with the outgoing email address in <>.
Unfortunately, we will not be reverting back to SharePoint workflows just for this one "feature". Hopefully in the future, Nintex will let you update the display name of an outgoing email address.