selecting address automatically across different groups

[Phaedon-CCB]

Hi there,

We're having some challenges with the select an address app.

We have two primary email addresses and groups:

• Accounts - accounts@ourdomain
• Service - service@ourdomain (default address)

We have two issues:

• When a new ticket is created by some method other than an email (e.g. a phonecall), the address selected goes to accounts@ourdomain regardless of the group selected, and disregarding the default. Is there some way to change this to be based on the group or at least default to service?
• When we manually create a new accounts ticket, it chooses service@ourdomain as the email address. Can we not get it to be based on the group in this instance?

Thanks in advance,

Phaedon