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?
