According to the text in the following page...
...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!
I am also experiencing this issue. Not sure if I have something setup wrong or if there is something else in play.
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.
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.
From: Freshdesk Support <firstname.lastname@example.org> (in English)