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Question

Forwarding an email message to support address

  • September 29, 2023
  • 5 replies
  • 190 views
D
Apprentice
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I have a problem with forwarded email from agents. I’ve enabled the option “For forwarded emails, use original sender as requester” as explained in the article https://support.freshdesk.com/en/support/solutions/articles/208268-using-sender-s-name-as-ticket-requester-in-forwarded-emails but when i forward a mail received from a customer (i’m an agent) to our support email the ticket is created with my name and address as requester

How can i solve this?

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    5 replies

    D
    Apprentice
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    • DiegoF
    • Author
    • Apprentice
    • 2 replies
    • October 4, 2023

    anyone can help? how to contact Freshdesk support?

    Kamakshi V
    Community Manager
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    • Kamakshi VCommunity Manager
    • Community Manager
    • 288 replies
    • October 4, 2023

    Hello @DiegoF 

     

    Thank you for reaching out! Tagging @hemanth.ramya from Customer Support. 

    Cheers
    hemanth.ramya
    Community Manager
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    • hemanth.ramyaCommunity Manager
    • Community Manager
    • 626 replies
    • October 6, 2023

    Hello @DiegoF,

     

    That should not be the ideal behavior. Can you please share/DM us your Freshdesk account details to troubleshoot this further? Also, kindly help us with the headers of the email where you encountered the issue. Refer to this article to fetch the same. Looking forward to hearing from you.

     

    Cheers, 

    Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
    D
    Apprentice
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    • DiegoF
    • Author
    • Apprentice
    • 2 replies
    • October 9, 2023

    hello @hemanth.ramya i sent you DM, thanks

    hemanth.ramya
    Community Manager
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    • hemanth.ramyaCommunity Manager
    • Community Manager
    • 626 replies
    • October 11, 2023

    Thanks for sharing the details via DM, @DiegoF.  

    We have raised a ticket for you, and our support team will reach back to you via the same.

    Have a wonderful day. :)

     

    Cheers!

    Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)

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