Alias module for FreeScout

The challenge

FreeScout ties every mailbox to a single email address. For teams that want to reply from one shared inbox under different names or brands, that is awkward: either you set up a separate mailbox for every sender (and fragment your workflow), or you accept that all replies go out from the same address. A client of ours needed an in-between solution: one mailbox, but the ability to reply from a different address per conversation.

Our solution

We built a custom module for FreeScout that allows unlimited aliases per mailbox. Each alias has its own address and its own sender name, and is centrally managed. When writing a reply, a dropdown appears just below the editor: the agent simply picks the desired alias, and the email automatically goes out from that address with the matching name.

Remembered where it belongs

The module remembers the chosen alias per conversation. If an agent starts a ticket from support@brand-a.nl, all subsequent replies on that same conversation also go out from that address, without having to set it again. At the same time, the choice is not locked: it can be changed at any moment.

The impact

The client's support team can now serve multiple sender identities from one work environment. No more separate mailboxes per brand or department, no more manual header tweaks, and no confusion for customers who see the right sender address in their inbox.

Why this project stands out

The strength is in the combination of:

• Unlimited aliases per FreeScout mailbox

• Separate sender name and address per alias

• Per-conversation selection, with automatic memory

• Deep integration through FreeScout's own filters for sender address and name