Incorrect from/reply_to address

[dspeake]

I am unsure if this is an API issue - I believe it may be a Desk issue - but I'm posting here just in case.

We interact with Desk via the Rails API and have an issue when creating email cases. In short, the emails are always sent using the default outbound mailbox in the account.

The case in Desk shows the correct 'from' address (as provided by the code via the API) but has the 'reply to' address as the default email for the account. However, when the email arrives, it has actually be sent using the default outbound mailbox and therefore both the 'from' and the 'reply to' address are the email from the default outbound mailbox account.

The 'from' address is being set correctly and the rules on the account should therefore specify which outbound mailbox to use, so either the rules are being ignored or there is another way to set the mailbox which I am missing.

I have tried:

• explicitly setting a 'reply_to' address
• setting 'suppress_rules' to false
• putting the 'outbound_mailbox' as a '_link'

I believe this did work correctly in the past, however I may be mistaken there.

Any help would be appreciated.