Is anyone else having this same problem?
I've already accepted the fact that Agents can't forward emails directed to them over to FreshService because Outlook strips out the email address from the quoted email thread ... though, if they accepted Forward-As-Attachments .. that would fix THAT problem.
But is anyone else having a MAJOR issue forwarding emails into tickets where the resulting ticket is missing the ENTIRE email thread quoted in the forwarded email?
So user A sends an email directly to an Agent. Agent forwards email to FreshService -- and the resulting ticket has *NONE* of the original email sent by user A.
I'm kind of, sort of, working with tech support on this -- but I'm not quite sure they get it.
Anyone else dealing with this?