PHPJunkyard support forum

Hi guys - I've been using HESK to support one of my businesses and it's been a real lifesaver! I currently have one "parent company" with two wholly separate entities - we'll call them OldCo, which has HESK, and NewCo, which routes all inbound emails to my local inbox. I'd love to be able to use one instance of HESK to manage both (versus having to login to two separate instances), but was wondering if HESK can support different auto-replies and outbound email based on who the originating sender is? Currently, all emails for NewCo are sent from a forwarder at the HQ in Europe - let's call it hq@hqco.com. Ideally, I'd like for any tickets from hq@hqco.com and sent to info@newco.com to be piped in to the OldCo HESK as NewCo tickets, send NewCo-specific replies, and have ticket replies to customers sent from the NewCo.com email address. Is this even possible (and/or cost-effective), or would I need to just run a second separate instance?

Additionally, all emails coming from customers are first sent to the HQ in Europe, then forwarded from their domain to my info@newco.com address. The only hiccup is that it doesn't retain the original sender's email as the From address, it uses the HQ/Europe address. The original email is retained in the message body after a fixed header (EMAIL: john@doe.com). Is there any way to "scrape" the originating email and use that for replies to the customer? Currently, I'm assuming that even if I set up HESK, all replies will be sent back to the originating HQ address and not to the customer that inquired.

Thanks in advance,

Jason

I'm afraid Hesk wasn't built to handle such situations; it only comes with one set of settings/config so one copy will not be able to handle differences for each company.

When people want to use Hesk to support multiple companies/websites with a single copy of Hesk, I usually advise using a generic support domain for that. For example, instead of "exampe1.com/helpdesk" and "example2.com/helpdesk", consider using something generic help desk name that can be applied to multiple websites, such as "ParentcompanySupport.com" or some other name, common to all companies.