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sender email address

  • December 19, 2022
  • 1 reply
  • 228 views
RainerBln
Apprentice

When forwarding questions to the Freshdesk address, our email server (united domains) does not transmit the sender email address of the questioner, but our own email address. Can I accept any settings so that I don't have to manually update the sender email address
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      • Sona_Senthil
      • Community Debut
      • December 19, 2022

      Hi @RainerBln,

       

      If the sender’s email address is included as the “Reply-to” address in the email header when the email is forwarded into Freshdesk, then we could have Freshdesk create the ticket requester using this Reply-to address instead of the “From” address. This can be done by going to Admin->Email->Advanced settings and turning ON the option “Use ‘Reply-to’ email address to create requester contacts” as seen in the screenshot below

       

      Could you check if this option is enabled at your end? If yes, then can you check if your server is including the sender’s email address as the “Reply-to” address in the header?

       

      Regards,

      Sona 

      Freshdesk, Freshchat, Freshcaller product expert

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