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Hi,

I’m integrating other workflows with freshdesk queues.

We have successfully set up to create emails and send to the queue.

One issue I have is these are always from the email address of the integration, which is an agent email address. 

I see from this reply that there is some ability to recognise a mail on behalf of someone else: 

 

My question is, when we create the email to send, is there a way we can tag it as a forward from the real contact?

We have ability to set mail headers, etc.

 

Thanks,

Alan.

 

 

Hi @alan.spencer 

 

you’ve got two potential optons depending on your set up. If it really is a forward, then enable this setting

 

OR if if the email is on the firm, check out my video on how to extract the customers email and update the ticket 

 

 

Thank you.

I was able to use the first example by adding “From: email” to the start of my email to make it look like a forwarded one…!

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