I have a need that when a ticket is created via email, that the requester becomes one of our internal team and the original requester just becomes a CC. I need this to be done for certain tickets that are being sent to a helpdesk@domain.com email. Is that possible to do via rules or automation? Thanks.
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Ability to change requester via dispatch rule
Dear Support,
Please, this ability to change requester via dispatch rule has being enabled / implemented in Freshdesk?
Regards,
Adalberto Rodrigues
Please, this ability to change requester via dispatch rule has being enabled / implemented in Freshdesk?
Regards,
Adalberto Rodrigues
I think changing the requester should be for Dispatch'r and Observer, be very useful for when certain conditions are met to change the requester.
Has anyone got a solution for this query? We are facing a similar situation and this would be a perfect fit for our case.
+12Hello,
For the emails sent by agents, you can activate the option "For forwarded emails, use original sender as the requester" - This will automatically create the ticket on behalf of the actual user instead of adding them on CC. You can find this option under Admin -> Email section.
Cheers!
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