We utilise LiveChatInc on our website and when a ticket is raised outside of chat hours, the email is forwarded into our support inbox in Servicecamp.
It comes FROM: [email address removed per Community Guidelines] with a REPLY-TO: of the contact raising the ticket. Livechat cannot change the FROM address., we have already asked.
In a previous support desk we used, when replying to this open ticket, it would use the Reply-To (and hence the correct contact), and everything just worked, the contact received the reply. With Servicecamp, it is replying to the FROM, and the contact doesn’t get the reply.
Can you please look into.