Forwarding emails from a private inbox to your support portal

  • 20 March 2019
  • 1 reply

This does not work. According to Freshservice it's because our forwarded mail does not contain proper or any information in the header of the mail. We have latest MS OS, work in Azure Hybrid environment, MS O 365 ProPlus (E5) License.

Anyone else having same problems? 

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1 reply

Userlevel 1
Hi Magnus,

Looks, one of support Reps helped you with the logic behind creating a ticket on behalf of the actual sender.

For a wider audience, we look for the thread to expose the original sender's email in below format. If the forwarded email carries the below format and when an Agent forwards it we create the Ticket on behalf of the initial sender.

---------- Forwarded message --------- From: Akshay Anirudhan <> Date: Thu, Mar 21, 2019 at 5:12 PM


From: Test []

Sent: 30 January 2019 08:24


Subject: Ticket Received - Re: TestJohn B #CHN-3

Hope this helps!!