When customers email our personal emails (such as john@ ) with a request and I want to create a ticket for it on Freshdesk, I forward the email to our Freshdesk. However the issue I’m having is that Gmail adds Fwd: to the subject line of the forwarded email which I don’t want in the Ticket subject. I know that I could manually remove Fwd: from the email in Gmail before forwarding, however I am looking to automate this. It looks like it should be possible on Freshdesk with the use of Automation and api/webhooks however I’m not sure exactly how to do this. Can anyone help with this?

So for example if I forward an email from my Gmail the subject would be something like:

Fwd: please help me with my issue

So on Freshdesk I would need it to remove the Fwd: part so that the Ticket subject is simply:

please help me with my issue

Thanks in advance :)

John