Within Teamwork Desk, you can reply to a customers ticket via an alias you have set on the inbox.
For example, a customer emails into email@example.com. This email is forwarded to firstname.lastname@example.org. When the agent replies to the ticket, they can select a ‘send from’ alias address, which will show the response as sending from the original email address they contacted email@example.com rather than firstname.lastname@example.org.
Note: If you wish to use an email alias, you will first have to ensure that you have forwarding set up on the inbox that you intend to use as an alias.
You can set your inbox alias by clicking on the your profile icon to the top right of the navigation bar and selecting Settings.
Near the top of the page, select the Inboxes area of settings.
You will now see an option to enter an alias address which can be used as the sending address when replying to the customers email.
Once you have set your inbox aliases and forwarding, when you receive an email from the customer and reply to it you will have the option above the editor to choose which address you would like to send it from.
For more information, see: Setting up an inbox