Received emails classify sender as an Agent instead of a Contact

  • 15 April 2020
  • 2 replies
  • 19 views

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 support@freshdesk.com and we'll be happy to address them.

Have a good day, Cheers!

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