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Forward emails not logging tickets

  • February 23, 2016
  • 1 reply
  • 21 views
keith.bucknall
Apprentice

Hi,


I have added the email address of the agents into Freshdesk but i am having issues with the tickets getting logged under the customer instead of the agent - can you please help?


Thanks


Keith

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    1 reply

    M
    Contributor
    • manoj
    • Contributor
    • 61 replies
    • March 2, 2016

    Hey Keith,


    This is the expected behaviour in the application. This is done specifically in cases when the agents receive emails from customers directly.


    A workaround to avoid this from happening would be removing the forwarding header (FW) from the subject line and the sender information from the content of the email before forwarding. 


    Let me know if it helps. 


    Regards,

    Manoj

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