I get a lot of requests in my personal email and have to forward it to the support email.
It's already great feature, but there's room for improvements:
1. the cc'ed email adresses should also go into the ticket
2. the header should be stripped from the original message, as if the message was received directly, this way the reply message is cleaner.
Would absolutely love this. Currently I forward the email to create the ticket and have to manually go in to change the requestor. Any additional correspondence either needs to be copied and pasted into a note, or I create a new ticket by forwarding again and merge.
Alternatively I would like the ability to use email commands to maybe set the requestor or auto merge the email with an existing ticket.
+12Hello,
You can turn on the option "For forwarded emails, use original sender as requester" under Admin->Email section to automatically set the requester for forwarded emails. As an agent, you can also thread an email to an existing ticket by including the ticket number in the subject line of the forwarded email. [#ticketid]
Cheers!
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