Received emails classify sender as an Agent instead of a Contact

  • 15 April 2020
  • 2 replies

Tinkering with the system

When I email from my own domain, the sender doesn't get setup as a contact, but shows as an Agent.  I tested from my Gmail account and I was setup as a contact

Is that because it knows who I am individually or because of my Domain?

I'd like to have any employee who emails the Help Desk to come in as a contact.  I'll setup Agents seperately

2 replies

Badge +7

As far as I am aware, an email will only report being set up by an agent when the email address is identical to the one recorded for that agent in Admin ==> General Settings ==> Agents. Any other mail address used will create a contact, not agent.

Hello Brett,

Hope you are well. The address which sends an email that creates a ticket will be the requester of that ticket irrespective of the domain or agent address. If you are having any discrepancies or queries on this please write to and we'll be happy to address them.

Have a good day, Cheers!