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Creating a ticket with the correct requester from a forward

Related products:Freshdesk
  • May 7, 2019
  • 1 reply
  • 24 views
D
Contributor

Hello Freshdesk community!


So, I came across this article: https://support.freshdesk.com/support/discussions/topics/41345 


Stating that when an agent forwards an email into freshdesk, it should correctly assign the contact to the ticket, however we're unable to get that feature to work. 


Thanks!

1 reply

hemanth.ramya
Community Manager
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  • hemanth.ramyaCommunity Manager
  • Community Manager
  • April 18, 2020

Hello Jeret!


You can toggle on the For forwarded emails, use original sender as requester option under Admin -> Emails -> Advanced settings to make sure a ticket gets created with the original email sender as the requester of the ticket.



If you still face trouble, please write to support@freshdesk.com and one of our support agents will assist you further on this.


Thank you!

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 :)
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