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Freshdesk changes the requester if agent is the one who created the request by forwarding an email

Related products:Freshdesk
  • Oct 16, 2014 9:56 AM UTC
  • 5 replies
  • 67 views
Contributor

We are working the way that we are supporting other offices from our company and they are in touch with their clients. And in these offices sometimes the requester is also an agent. The issue is that when the agent forwards an email from a client (from email address with a different domain), Freshdesk changes the requester to the person from which the agent was forwarding it.


This is another example of non-obvious and not always wanted mechanism in Freshdesk. Similar to this one: https://support.freshdesk.com/support/discussions/topics/13034


Could you please add an option to turn this forwarding logic off?

5 replies

Contributor
  • priceja
  • Contributor
  • Oct 16, 2014 10:59 AM UTC

Personally I like this feature.  We are not "tiered" like you and often our customers email our agents directly.  This allows our agents to forward the email to Freshdesk and maintain the integrity of the ticket requester without the need for intervention.

Contributor
  • tomas.berak
  • Author
  • Contributor
  • Oct 16, 2014 12:19 PM UTC

Yes, I can imagine that it is the situation when a half needs it and second half not or so. Therefore I'm asking for an option to turn it off if someone prefer so, not to turn it off completely.

Community Debut
  • frerik
  • Community Debut
  • Oct 16, 2014 2:25 PM UTC
In the Freshdesk e-mail settings you can select to use the Reply-To adress as the requester. Your agent could then send the ticket to Freshdesk with the reply-to field containing the customers' e-mail adress. The ticket will then have the customer as requester. I hope this helps?

 

Contributor
  • tomas.berak
  • Author
  • Contributor
  • Oct 24, 2014 5:01 PM UTC

Hi Frerik, I need the opposite - to keep the agent as the requester as it is now automatically changed which is unwanted for us.

aravind.sundararajan
Skilled Expert
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Hello,


You can turn off the option described in the picture below under Admin -> Email section. This would ensure that by default, all emails forwarded by the agents will always create tickets on their name instead of the original requester.



Cheers!

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