+8
Has anyone tried to write a workflow that will take an email and extract the Sender’s email address into a variable.
e.g. when John Smith sends an email into Freshservice, John is made the requester. I want to capture that function as a variable.
TIA!
+16
Hello
If you mean you are trying to capture John’s email address before the ticket is created, I don’t believe this is possible since you need action in freshservice to trigger any workflows.
I’m sorry, I am probably just missing your intention.
+13
I’m on
Do you have any use case ?
+8
Hello
If you mean you are trying to capture John’s email address before the ticket is created, I don’t believe this is possible since you need action in freshservice to trigger any workflows.
I’m sorry, I am probably just missing your intention.
I should’ve given a better level of detail…
we have the option set that when an email is forwarded, the original sender is made the requester. This is necessary for most of my cases.
I have a few instances where we need the requester to be the one who forwarded the message, so I wanted to do a workflow that would change it back to the one who forwarded. But I can’t find where Fresh actually reads the email header
+13
Hello
If you mean you are trying to capture John’s email address before the ticket is created, I don’t believe this is possible since you need action in freshservice to trigger any workflows.
I’m sorry, I am probably just missing your intention.
I should’ve given a better level of detail…
we have the option set that when an email is forwarded, the original sender is made the requester. This is necessary for most of my cases.
I have a few instances where we need the requester to be the one who forwarded the message, so I wanted to do a workflow that would change it back to the one who forwarded. But I can’t find where Fresh actually reads the email header
It’s a FS mailbox settings to do that. It uses text matching from the e-mail to determent who as the org sender. Example From: name <email@mail.com>
FS picks up the e-mail in side <> and sets it as the requester.
Only works for agents as far as I understand it.
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