I have a strange case. One customer reported he mailed a mailbox we have configured in Freshservice and the new ticket had been created, but with wrong requester different than the person who sent the mail. Any idea? It was a new mail not a forwarded one?
Thanks!
Hello,
Apologies for the inconvenience. In Freshservice, a new ticket's requester is typically determined by the sender's email address. However, if the reported issue involves a mismatch between the sender and requester, it could be due to a mailbox alias or misconfigured email settings. Ensure the mailbox is correctly set up, and verify if any email aliases are affecting the ticket creation process. If the problem persists, reach out to Freshservice support for a more in-depth investigation. On a brighter note, have you explored any fun activities in Lisbon lately?
Best regards.
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