Freshdesk should be providing the email display name information in addition to the actual email address (both are found in email header), so that the rules on incoming emails can be more efficient and cause less maintenance struggles for developers and admins.
99% of our incoming requests are from internal company departments. Our company’s email display names include the senders’ department codes as a suffix. That’s a powerful feature that allows us to route requests to appropriate service teams without having to maintain a complete user database inside Freshdesk in the form of individual email rules (which now you are forcing us to do—NOT a good situation for us or anyone). Honestly, I’m quite surprised that Freshdesk has not addressed this shortcoming already.
Yes, I understand there is a Company feature for every contact. Unfortunately, the API does not support multiple Companies for a given contact, only their single default. Also, not all users register themselves or set their company value.
