I work for a small company that has a simple customer service system. We have a single email address,
firstname.lastname@example.org, and a program that forwards that mail on depending on the inbound address. For instance, If we have two employees, Adam and Ben, they each have an email address,
email@example.com. Adam has certain clients he deals with, ben has certain clients he deals with, and any emails from unknown addresses goes to a
This side of things works fine. However, when they reply to a customer, the customer sees a return email from
firstname.lastname@example.org rather than
email@example.com. This is what I want to fix.
What possible solutions are there, without touching the mail clients of Adam or Ben? Is it possible to do something to the emails at the point when my program routes them from the
support mailbox to one of the individual mail boxes? Is there any kind of header parameter, or similar, that might allow this?
I thought about setting the return address so that the incoming address is masked from adam or ben: so that when they reply, it sends a mail to
firstname.lastname@example.org, and then by keeping track of conversations and so on I could forward the mail on to the correct recipient... but this seems needlessly complicated. Is there a better solution?