Originally reported to us in a slightly different context, but I think it's the same "core" issue with reply-to:

(quote)
When we create tickets within Cerberus they all go to the default group inbox regardless of routing rules. Externally emailed tickets respect the routing rules we have in place.

Included steps in description.

Chris is waiting on this fix to do 'Open Ticket' mail routing.
http://www.cerb4.com/forums/showpost.php?p=12695&postcount=14

Fixed in 4.3.1 (947+)

You fixed the problem in regards to the two test cases I gave you, Open Ticket and Send Mail so the originating e-mail is properly set to the appropriate group address. This ensure any 'mail routing' rule will match and push the ticket into the right group.

However the "followup" address is still not being set properly.

So say you Send Mail from group Sales with sales@example.com, inside the Helpdesk this will be listed as the From: address. All good so far. But the client still receives the e-mail from default@example.com and when he replies back the Helpdesk says the To: address is default@example.com.

I take it some layer down the chain of command isn't actually setting the From: address on the actual outgoing e-mail.

^^ Basically you can think of the problem in a different context. If you wanted to run independent companies/departments through their own group so each has it's own e-mail address and the default one is kept private, it wouldn't work. The default e-mail is always being exposed to the clients.

Our situation here is exactly what Joe is mentioning; we have 7 or 8 different groups using Cerberus and they shouldn't share tickets -- in a few cases, it's absolutely imperative that they don't overlap. For example, HR deals with salary information, hirings and firings, and if that information leaked ahead of time because a ticket got tossed in the Contracts or IT bin, it would be bad. As it is now, when users open tickets they intend to put in their own bucket, thus viewable only by their own group, it is always routed such that it is dropped in the default queue.

@Mike

To be clear Mike, that part of the problem is fixed in Git right now. The reason I re-opened it is because of the default From: address still being used in the followup messages that go out. In other words upon ticket creation everything is fine, the group address is right and the mail routing drops it off correctly.

The problem is what the client gets is the default address, and thus the followup replies are sent to the default address. This will not affect group mail routing as that is not impacted by replies. All in all this second issue would still bother you as the addresses are being mixed up, but as far as the tickets going to the wrong Helpdesk group that's fixed.

I just checked this and can confirm it still use site default instead of the group email address.

Not sure when this was fixed but it is for certain fixed in 5.6

Thanks
Robert