# Original Sender & Forwarder

**URL:** <https://community.hubspot.com/t/original-sender-forwarder/63237>\
**Category:** Tickets & Conversations\
**Tags:** help-desk, contacts, conversations-inbox\
**Created:** [August 18, 2022, 12:26pm UTC](https://community.hubspot.com/t/original-sender-forwarder/63237 "2022-08-18T12:26:57Z")\
**Posts on this page:** 6\
**Page:** 1

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**Author:** ![MelParry](https://avatars.discourse-cdn.com/v4/letter/m/f4b2a3/32.png) [@MelParry](https://community.hubspot.com/u/MelParry)\
**Post date:** [August 18, 2022, 12:26pm UTC](https://community.hubspot.com/t/original-sender-forwarder/63237/1 "2022-08-18T12:26:57Z")

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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!

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**Author:** ![PamCotton](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/pamcotton/32/47916_2.png) [@PamCotton](https://community.hubspot.com/u/PamCotton)\
**Post date:** [August 18, 2022, 10:04pm UTC](https://community.hubspot.com/t/original-sender-forwarder/63237/2 "2022-08-18T22:04:16Z")

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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

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**Author:** ![MelParry](https://avatars.discourse-cdn.com/v4/letter/m/f4b2a3/32.png) [@MelParry](https://community.hubspot.com/u/MelParry)\
**Post date:** [August 24, 2022, 8:05pm UTC](https://community.hubspot.com/t/original-sender-forwarder/63237/3 "2022-08-24T20:05:00Z")

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Does anyone have any thoughts?

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**Author:** ![Routera-LT](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/routera-lt/32/72312_2.png) [@Routera-LT](https://community.hubspot.com/u/Routera-LT)\
**Post date:** [September 12, 2022, 9:40pm UTC](https://community.hubspot.com/t/original-sender-forwarder/63237/4 "2022-09-12T21:40:35Z")

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@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.

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**Author:** ![MelParry](https://avatars.discourse-cdn.com/v4/letter/m/f4b2a3/32.png) [@MelParry](https://community.hubspot.com/u/MelParry)\
**Post date:** [September 13, 2022, 2:09pm UTC](https://community.hubspot.com/t/original-sender-forwarder/63237/5 "2022-09-13T14:09:27Z")

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

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**Author:** ![MRondinone](https://avatars.discourse-cdn.com/v4/letter/m/439d5e/32.png) [@MRondinone](https://community.hubspot.com/u/MRondinone)\
**Post date:** [May 8, 2024, 3:04pm UTC](https://community.hubspot.com/t/original-sender-forwarder/63237/6 "2024-05-08T15:04:35Z")

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n/a