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We have agents who forward in their client’s emails to open an incident. We have found that even though an internal agent is sending the email, if their client’s email address (in the form of the email header) is included in the forward, FreshService uses that email to determine the requester, NOT our internal agent.  

Is there any way, aside from deleting the email header from the forward, to stop this from happening and make the internal agent the requester?  

Hi Melissa,

This is an option which can be disabled from the Email settings and mailboxes.
You can toggle off the option “ For forwarded emails, use original sender as requester”. This will ensure the forwarding agent is set as requester.
 


Hope this helps!

Thank you so much!  

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