I have disabled the automatic processing of forwarded emails changing the requester as the results were inconsistent. If the user was internal (within our Exchange domain) and they had forwarded an email from an external party, the external party became the requester when the email was then forwarded to Freshdesk by the agent. You can imagine the potential embarrassing outcome should the user forwarding the original email be including some sensitive information about that 3rd party!
Now I still have lots of internal users emailing our agents directly and have an adapted Macro from this site that works well but I need the requester to be set automatically.
Since I have disabled the "use original sender as requester" option due to the inconsistent results, I need this to be added to the Email Commands feature in Freshdesk so that I can specify the requester within the Macro.
Something along the lines of
@Simonsays "Requester":"user@company.com" @Simonsays
would work really well and give us the automation I'm looking for when forwarding emails from within Outlook.
My adapted code is attached which includes the fix for showing the internal users Exchange email address. It also includes where the above Email Command would show in the forwarded email which is set to display before sending but can be set to automatically send once working properly.
