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JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


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    Why can't the sender email address be from the sender?

    Asked by rileyvanhorn on June 06, 2016 at 05:39 PM
    Add & Change Sender Email Address
    You can add a custom sender email or update your sender emails here.
     
    I don't understand how to set the response email to show the respondent's email address in the "from" line. it defaults to noreply@jotform.com.  My company's service department would like to be able to reply directly to the respondent by clicking on the reply link of their email program.  Help would be appreciated.
    sender email sender email address mandrill
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    JotForm Support

    Answered by jonathan on June 06, 2016 at 09:11 PM

    You meant you want to use the respondent's email as the Reply-to-Email right?

    You can set an email field as the Reply-to-Email in the Notifier of the form.

     

    There should be an email field on the form so that you can use it as the reply to email.

    Hope this help. Let us know if this is not what you were looking for.

     

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    Answered by rileyvanhorn on June 07, 2016 at 09:18 AM

    It is already set that way. In the advanced option tab, it defaults to noreply@jotform in the "Add & Change Sender email address.  There is no way to disable this, or change it to the respondent email.

     

     

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    JotForm Support

    Answered by jonathan on June 07, 2016 at 09:54 AM

    Thank you for the clarifcation. 

    You can use an Email field (respondent's email) as the Sender Email address of the Notification. 

    Please refer to the user guide on how to.

    User guide: Set-Email-Field-as-the-Sender-Email-Address-for-Notification-Email-with-Mandrill

     

    You will need to use Mandrill app for this to work.

    Let us know how we can be of further assistance.

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    Answered by rileyvanhorn on June 07, 2016 at 10:17 AM

    So, for an application that I am paying you guys for, I have to use a third party mail service?  And from the comments in the user guide, this is a cumbersome task.  This is pretty bush league stuff here.  

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    JotForm Support

    Answered by jonathan on June 07, 2016 at 10:52 AM

    I understand your frustration. But this is actually optional. 

    The Notification will still work as is even if you were using the jotform email "noreply@jotform.com" as the sender. The reason why the noreply@jotform.com was set as the sender email was because it actually is the jotform service that was sending the email.

    This was to prevent the issue of having the email getting blocked or bounced by the respondent's email service (when using email other than jotform as the sender).

    Example:

    If the respondent's email service have issue, the email sender will most like have issue as well. If this is the case, the submission email will not be able to reach JotForm.

    JotForm will have problem detecting or fixing the sent email issue because it was on the respondent's side. Unlike if the sender email is jotform, it will have no issue receiving the submission email.

    --

    Can you please tell us also what is the objective of having the respondent's email as the email sender on your form? Perhaps we can find other solution as well after understanding the objective.

    Thanks.

     

     

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    Answered by rileyvanhorn on June 07, 2016 at 02:54 PM

    According to mailchimp, on May 1, 2016 all free Mandrill accounts were deactivated. To get this service you have to pay for it. So, I suggest the help section be updated.

    I have asked the head of our technical support team to give me specifics of why they need the respondents email address as a reply to address. 

     

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    JotForm Support

    Answered by david on June 07, 2016 at 04:07 PM

    That is correct, they no longer offer free accounts.  We updated users but did not update that guide.  We will adjust it as soon as we can.

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    Answered by rileyvanhorn on June 08, 2016 at 11:01 AM

    Here is the issue that our tech support team is dealing with. 

     

    Jonathan,

     

    The issue is this....      When a user submits the information from the JotForm, that information (the email notification) is routed to our ticketing system (support desk).    The problem lies in that the from address is always noreply@jotform.com and not the actual End User's email address.   So we have to remember to go in and find the users email address from within the message details and copy and paste that into the contact address field for each ticket,.... otherwise any communication we initiate on that ticket goes nowhere (reply's to noreply@jotform.com).

     

    Is there a was the submissions from these forms can show the From: address or ReplyTo: address as that of the end user?

     

    Thank you

    Brad Blaylock

    Technical Support Manager\

    System Administrator

     

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    Answered by victor on June 08, 2016 at 12:19 PM

    If I understand you correctly, you would like the email address indicate that it is coming from the user that filled in the form. Unfortunately, modifying the sender address dynamically is not possible. Even if you modify the sender address, it will always use that email added.

    A possible solution would be to add the email address in the subject line. This way your support team will not have to open and look for the email address of the user. They can see it in the subject line.

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    JotForm Support

    Answered by jonathan on June 09, 2016 at 12:33 AM

    @rileyvanhorn

    Just to add also, if you assign an E-mail field in the Reply-to-Email of the Notifier, the responden'ts email will appear in the submission email.

    Example:

     

     

    the submission email sent will have details like this...

    As you can see on the image above, the reply-to email is the E-mail field from the form.

    Perhaps this could help your support desk in understanding what to filter in the submission email header details. They can parse the email header and the respondent's provided email address will be there.

    Thanks.