Our support agents use Outlook and frequently get requests sent directly to their emails. When they forward to our support@ email address, Outlook doesn't include the original senders email when the original sender is an internal Exchange user (it only shows their display name). This appears to be by design and difficult to work around in Outlook. Our agents manually type the email next to the display name so it creates the ticket with the correct requester. This is annoyingly manual and we would like to automate.
Has anyone else using Outlook found a workaround for this issue? We notice that if we send the email To the requester and copy the support@ address, the requester's email address shows up in the ticket. Is there any type of automation we can apply in this scenario to create a ticket with the proper requester?