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Forwarding emails from a private inbox

  • August 1, 2014
  • 3 replies
  • 102 views
E
Apprentice

Hi all,


According to the text in the following page...


https://support.freshdesk.com/support/solutions/articles/37541-converting-your-support-email-into-freshdesk


...forwarding an email from a known agent's email address should result in changing the requester to the original sender.


Unfortunately i can't get this to work. I have tried forwarding from Microsoft Outlook 2010 (Dutch localisation) and from Gmail. Both email addresses i forwarded from are my one and only email adresses, the same as where i created the freshdesk account with and use for login.


Any thoughts? Thanks in advance!


Best regards,


E. Louwsma



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    3 replies

    A
    Contributor
    • ajohnson
    • Contributor
    • August 12, 2014

    I am also experiencing this issue.  Not sure if I have something setup wrong or if there is something else in play.

    E
    Apprentice
    • e.louwsma
    • Author
    • Apprentice
    • August 13, 2014

    Hi Adam,


    It turned out that my problem was caused by localized fields in the forwarded e-mail. Instead of 'from', 'send', 'to', 'subject', these fields were translated to the local language. Try forwarding the e-mail in an English e-mail client and it probably will work.


    Best regards,


    E. Louwsma

    aravind.sundararajan
    Skilled Expert
    Forum|alt.badge.img+12

    Hi,


    As pointed out by Louwsma, the forwarded header needs to be in English for the system to parse the message and create a ticket on behalf of the original sender.


    --Forwarded Message--

    From: Freshdesk Support <support@freshdesk.com> (in English)


    Cheers!

    Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
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