Original Sender & Forwarder

Service Hub Tickets & Conversations
, ,
1

Hi Everyone,

I currently have the option to use the Original Sender as the contact for a ticket when an email is forwarded in. My question is, how can I set it up so both the original sender AND the forwarder are included?

We have quite a few outside sales reps who send in customer requests, but would like to be copied on our replies and resolutions and I cannot, for the life of me, figure out how to make this happen automatically.

Today, if I noticed the request, I will manually go into the ticket, add the outside rep, then assign the conversation (which then assigns the ticket). But, with over 200 tickets coming in a day right now (and this number will grow in the future), this isn’t a scalable solution.

Let me know your thoughts!

2

Hello @MelParry, thank you for posting in our Community! I would like to add our top experts to this matter,

@SNigam @KMI any recommendations to @MelParry matter?

Thank you,

Pam

3

Does anyone have any thoughts?

4

@MelParry
How are you currently chosing which outside rep to add to the ticket?

Is it based off their company/account? Or related objects?

The answer will ultimately determine how to automate this.

5

The person who forwarded the email is the sales person we want also added to the ticket.

6

n/a