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
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.
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 firstname.lastname@example.org and we'll be happy to address them.
Have a good day, Cheers!