How to change the default sender email for responses

Last updated: July 8, 2026

Pylon lets you control the default sender for email replies in two places: at the inbox level and at the user profile level.

Change the sender for a specific reply

  1. Open the issue or email reply composer.

  2. Find the From field in the composer.

  3. Open the dropdown and select the email address or sender name you want to use.

  4. Compose and send your response as usual.

After you send from a specific address in a thread, Pylon can remember that choice for future replies in the same thread, depending on your default sending address preference.

Set a default sender name for an email inbox

Admins can set a shared sender display name for replies sent from an email inbox.

  1. Go to Settings → Email.

  2. Select the email inbox you want to configure.

  3. Enable Custom alias name.

  4. Enter the alias you want replies to use, such as Petra Support.

  5. Enable Set alias as the default name for replies.

When this setting is enabled, replies sent from that email inbox use the alias as the default From display name. This applies globally for that inbox, so agents do not need to change the sender name on each ticket.

Choose how Pylon defaults the sending address

Each user can choose how Pylon pre-selects the sending email address when replying to issues.

  1. Open your user profile settings.

  2. Find Default sending address.

  3. Choose one of the available options:

    • Last used: Pylon defaults to the email address you most recently sent from.

    • Last message in thread: Pylon defaults to the email address used on the most recent message in the thread.

Use Last used if you want Pylon to remember your personal sending preference across replies. Use Last message in thread if you want replies to continue from the same address that was most recently used in that conversation.

How these settings work together

  • The inbox-level alias controls the default sender name for replies from that email inbox.

  • The user-level default sending address controls which sender email address is pre-selected in the composer.

  • You can still manually change the From field for an individual reply before sending.

These settings are separate from Reply to requester by default, which controls who is prefilled in the To field. Sender settings control the default From name and address.