Title: Reply email Last modified: March 24, 2018 --- # Reply email * Resolved [ziilch](https://wordpress.org/support/users/ziilch/) * (@ziilch) * [8 years, 2 months ago](https://wordpress.org/support/topic/reply-email/) * Hi I’ve just setup WSDesk and have been testing the support process. I have the email and IMAP setup to a support@ email, and it is receiving messages fine. If a customer “replies” from their mail program to a support email, the reply address is showing my wordpress email which is admin@ – This means the reply is not going back to WSDesk. I’ve checked all the settings in WSDesk and all the email fields are set to support@ so why is it showing the reply to address as admin@? Where can I change this setting? Thanks for your help 🙂 * The page I need help with: _[[log in](https://login.wordpress.org/?redirect_to=https%3A%2F%2Fwordpress.org%2Fsupport%2Ftopic%2Freply-email%2F%3Foutput_format%3Dmd&locale=en_US) to see the link]_ Viewing 15 replies - 1 through 15 (of 23 total) 1 [2](https://wordpress.org/support/topic/reply-email/page/2/?output_format=md) [→](https://wordpress.org/support/topic/reply-email/page/2/?output_format=md) * [wsdesk](https://wordpress.org/support/users/wsdesk/) * (@wsdesk) * [8 years, 2 months ago](https://wordpress.org/support/topic/reply-email/#post-10116740) * Hi, * We suspect that you have set some reply-to feature for the specified email. To check this please go to your support@email-> settings ->accounts and import-> add another email address (under send mail as) and click on ‘specify a different reply-to address’. Check whether if any email address is specified there. * When a mail id is given there all your reply emails will go to the specified email address. * Regards, WSDesk * Thread Starter [ziilch](https://wordpress.org/support/users/ziilch/) * (@ziilch) * [8 years, 2 months ago](https://wordpress.org/support/topic/reply-email/#post-10117647) * Hi, I’m sorry, but I’m not sure where I am looking for the following: * support@email-> settings ->accounts and import-> * Is this in the WSDesk settings as I can’t see it?? * Under WSDesk > Email > Support Email (Outgoing) it already has the email setup as support@. I’m not sure where to find support@email-> settings ->accounts and import-> * Thanks for your help. * [wsdesk](https://wordpress.org/support/users/wsdesk/) * (@wsdesk) * [8 years, 2 months ago](https://wordpress.org/support/topic/reply-email/#post-10119150) * Hi, * There are two cases why this issue may be caused, * First is that, if your server SMTP settings are not configured properly, all the emails sent from WordPress will be going from the WordPress admin email. For testing this case, try how your default mails like order completion mail or forgot password emails are being sent. If you have the same issue, then your server SMTP settings are not configured properly. * The second case is that if your email is set up with a ‘reply-to option’. To check this go to your Mail settings. If you are a Gmail user, you can find it in the following path. * Go to the Gmail settings->accounts and import-> Then under the sent mail as section, you can see an option ‘add another email address’ and click on ‘specify a different reply-to address’. Check whether if any email address is specified there. * Regards, WSDesk - This reply was modified 8 years, 2 months ago by [wsdesk](https://wordpress.org/support/users/wsdesk/). - This reply was modified 8 years, 2 months ago by [wsdesk](https://wordpress.org/support/users/wsdesk/). * Thread Starter [ziilch](https://wordpress.org/support/users/ziilch/) * (@ziilch) * [8 years, 2 months ago](https://wordpress.org/support/topic/reply-email/#post-10127405) * Hi * Thanks, it appears it is using the email address setup in Settings > General which is admin@ * WP Desk has support@ setup for mail. * You mention that if this is happening that my server SMTP settings are not configured properly. How do I rectify this? Is it a wordpress setting? * Thank you 🙂 * [wsdesk](https://wordpress.org/support/users/wsdesk/) * (@wsdesk) * [8 years, 2 months ago](https://wordpress.org/support/topic/reply-email/#post-10127742) * Hi, * You said that the admin@ email is setup in your mail settings-> General. Is the admin @ email, setup as a reply-to email address? If it is set as a reply-to email address, then your issue is because of that settings. All your reply-to emails will be going to the email address that is admin@. If you are still facing any issues, let us know which email service you are using? * In order to rectify if your server SMTP is configured fine, please contact your server administrator. * Regards, WSDesk * Thread Starter [ziilch](https://wordpress.org/support/users/ziilch/) * (@ziilch) * [8 years, 2 months ago](https://wordpress.org/support/topic/reply-email/#post-10133361) * The reply-to email settings in WSDesk are pointing to support@ not admin@ The only place admin@ is setup is in my main wordpress settings. So to clarify, I have reply-to’s setup in WSDesk to go to support@ but when the support email comes through and my customer hits the reply button, it is going to admin@ * [wsdesk](https://wordpress.org/support/users/wsdesk/) * (@wsdesk) * [8 years, 2 months ago](https://wordpress.org/support/topic/reply-email/#post-10137906) * Hi, * We need your admin credentials. Please raise a ticket at [support@wsdesk.com](https://wordpress.org/support/topic/reply-email/support@wsdesk.com?output_format=md). We shall find the exact cause and fix it. * Regards, Vineet * Thread Starter [ziilch](https://wordpress.org/support/users/ziilch/) * (@ziilch) * [8 years, 1 month ago](https://wordpress.org/support/topic/reply-email/#post-10172063) * Hi Vineet I sent the details to [support@wsdesk.com](https://wordpress.org/support/topic/reply-email/support@wsdesk.com?output_format=md) over a week ago but never got a response. Could you please investigate Thanks 🙂 * [wsdesk](https://wordpress.org/support/users/wsdesk/) * (@wsdesk) * [8 years, 1 month ago](https://wordpress.org/support/topic/reply-email/#post-10172424) * Hi Ziilch, Could you please let us know the ticket number? * Thread Starter [ziilch](https://wordpress.org/support/users/ziilch/) * (@ziilch) * [8 years, 1 month ago](https://wordpress.org/support/topic/reply-email/#post-10172468) * I didn’t receive a confirmation with a ticket number. But I just resent it to your support email. The subject is: Fwd: “Reply Email” help * Thread Starter [ziilch](https://wordpress.org/support/users/ziilch/) * (@ziilch) * [8 years, 1 month ago](https://wordpress.org/support/topic/reply-email/#post-10172470) * Ok, it must not have sent properly last time. I just received a ticket ID for this one though #4046 * [xadapter](https://wordpress.org/support/users/xadapter/) * (@xadapter) * [8 years, 1 month ago](https://wordpress.org/support/topic/reply-email/#post-10172529) * Hi, * We haven’t received any tickets from you before. We only received ticket #4046 today. We have replied to that. Please check. * Regards * [wsdesk](https://wordpress.org/support/users/wsdesk/) * (@wsdesk) * [8 years, 1 month ago](https://wordpress.org/support/topic/reply-email/#post-10172534) * Hi, * Please send your admin credentials on the ticket #4046. One of our developers will check your issue. * Regards, WSDesk * Thread Starter [ziilch](https://wordpress.org/support/users/ziilch/) * (@ziilch) * [8 years, 1 month ago](https://wordpress.org/support/topic/reply-email/#post-10172544) * Thank you. I just sent them through 🙂 * [wsdesk](https://wordpress.org/support/users/wsdesk/) * (@wsdesk) * [8 years, 1 month ago](https://wordpress.org/support/topic/reply-email/#post-10174036) * Hi, * We haven’t received your credentials in ticket #4046. Also, we have replied to your ticket and didn’t get your response. * This is to just remind you that we are waiting for your response. * Regards Viewing 15 replies - 1 through 15 (of 23 total) 1 [2](https://wordpress.org/support/topic/reply-email/page/2/?output_format=md) [→](https://wordpress.org/support/topic/reply-email/page/2/?output_format=md) The topic ‘Reply email’ is closed to new replies. * ![](https://s.w.org/plugins/geopattern-icon/wsdesk_8cbad0.svg) * [WSDesk - Wordpress HelpDesk & Support Ticket System](https://wordpress.org/plugins/wsdesk/) * [Frequently Asked Questions](https://wordpress.org/plugins/wsdesk/#faq) * [Support Threads](https://wordpress.org/support/plugin/wsdesk/) * [Active Topics](https://wordpress.org/support/plugin/wsdesk/active/) * [Unresolved Topics](https://wordpress.org/support/plugin/wsdesk/unresolved/) * [Reviews](https://wordpress.org/support/plugin/wsdesk/reviews/) * 23 replies * 4 participants * Last reply from: [wsdesk](https://wordpress.org/support/users/wsdesk/) * Last activity: [8 years, 1 month ago](https://wordpress.org/support/topic/reply-email/page/2/#post-10189038) * Status: resolved