We use Freshservice as a Helpdesk system for our internal users only. Most of our users are already used to using the support portal or writing an email directly to the system. Some users are still writing directly to one of our IT staff. Therefore, the option “For forwarded emails, use original sender as requester” is very handy.
But we also have now and then the case, where our IT colleagues forward mails from external addresses to the helpdesk system. And then the ticket is created in the name of the external sender and a notification mail is sent to him.
We would like to avoid this case. We therefore request for an option that this only applies to internal or defined domains. When an agents forwards a mail from an external domain, the ticket should be created in the name of the agent himself, like it is the case for the requesters.
Regards
