32 TOPDESK MAGAZINE - SEPTEMBER 2016

tips + tricks
Setting up variable sender for email actions

Setting up email address:

The emails sent from the service desk to customers are set up

1. Click the user icon in the top right corner of the

in the TOPdesk Action Explorer. As sender of these emails you

Operators Section.

can choose to use a standard address (support@yourcompany.

2. Click My Settings

com, for example), but you can also choose to use a variable

3. In the Availability block the user enters his or her email

sender. The variable sender is dependent on the operator who

address in the Email address field.

sends the email and makes the email more personal.

The customers response will also be sent to this email
Setting up variable sender:

address. There are multiple reasons why this is often not

1. Open the Action Explorer.

the best option. With the following format the operator

2. Open the email action.

can send a personal email and receive the response on

3. In the From field click the Insert field/list icon.

a general address:

4. In the tree structure search for [system] > Current

operator > Email.

First name Last name <support@yourcompany.com>

> This results in the selected field

[System.Email_current_user].

When the email address is not entered in the user settings,

5. Click Insert.

TOPdesk will use the standard email address. The standard

email address is set up under: Settings > Functional Settings >

The [System.Email_current_user] insertion field refers to the

email address in the user settings of the logged in user.

www.topdesk.com

General > Default email of sender.