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Access to email headers

Related products:Freshdesk
  • December 12, 2012
  • 8 replies
  • 224 views
C
Contributor
It would be useful to create workflows based upon email headers.  For example, we have two different customers who use the same domain name for their email address.  We are able to distinguish which customer they are by other fields within the email header.  It would be nice to be able to pull these values out and use them when assigning customers or other workflows.

8 replies

R
Community Debut
  • rick
  • Community Debut
  • September 3, 2013

This is very important. A lot of school districts use the same domain name across multiple schools.


Also we are using a monitoring system, which sends email straight to help desk, need to be able to convert to tickets for various clients.


J
Community Debut
  • jasond
  • Community Debut
  • May 13, 2014
Additionally, access to any Spam headers added by the server would be invaluable.

 

R
Community Debut
  • roger_12647
  • Community Debut
  • October 20, 2015

+1 -- Header-based rules would be great, or at least the ability to view them ("message source") for debugging purposes. 

J
Community Debut
  • justin.putney
  • Community Debut
  • December 8, 2017

Need this for forensic tracking.

J
Community Debut
  • jgraunke
  • Community Debut
  • March 12, 2018

How can I look at the email-headers???

T
Community Debut

Hi,
We would like to have an access to email header in dispatch'r rules. It is very important in our solutions, because we would like to migrate from another helpdesk system where we use custom email header to assign ticket to groups. Without this feature, we will have to make a lot of changes in actual solution, but we want to avoid it.

Do you have any another solution to this problem? 


Kind regards, 

Mark Taylor  

hemanth.ramya
Community Manager
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  • hemanth.ramyaCommunity Manager
  • Community Manager
  • April 21, 2020

Hello Everyone!


Apologies for the delay in response. We can now make use of ticket creation automation rules to differentiate customers' email addresses or To email addresses and perform certain actions accordingly. For example, if you need to assign tickets raised by certain customers to a group, you can configure ticket creation automation for the same. Refer to the sample screenshot below for reference:



@Mark we would like to understand more about your use case so as to help you with a suitable solution. We request you to drop in a note to support@freshdesk.com and one of our support champs will definitely assist you further.


Cheers. :)

Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
303
Community Debut
  • 303
  • Community Debut
  • April 19, 2023

We are migrating a very large account from Front to Freshdesk right now and it is disappointing to see this has been asked for for 7 years and still not filterable in rules. This will be a problem for us.

@hemanth.ramya we use google's catch-all email modification workflow in google admin to add the header

x-smithai-internal:unknown_recipient

to emails with unknown recipients, then use this x-header to autorespond appropriately.

I am aware there are other ways we can do this, but I don’t want to explore them.

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