Change email of sender

Esteban Smits shared this idea 13 months ago
Completed

Lets say a agent gets an email sent to them, and now wants to forward that email in as a support ticket; We want to change the original sender to be the actual sender of the email (whatever email was forwarded). how can this be achieved?

Comments (2)

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Hello Esteban,

This option is supported by our help desk.

Some email clinets support it ( for example The Bat) also but you need to redirect message instead of forwarding it as forwarding attaches the original message. With the redirect original message and sender will preserve it and ticket would be created from original sender.

We use it very often internally.

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BTW, we have also option to create ticket right inside interface from another user. Just set author of the ticket while creating it in Agents Interface