The toggle that is able to choose the original sender as the associated contact is great, but it would be just a little bit better if we could set it for specific email domains.
Upvoted and I'll expand a bit why this matters, we're in a "pick your poison" situation here:
Many of our customers have either customers or sub-brands of their own. Quite frequently, they will reach out on behalf of someone else forwarding to the support inbox. Since we don't have a relationship with the person they're forwarding an email from, it makes the most sense for the ticket to be assoicated with the person who reached out on behalf of our actual customer. So we have the "Choose Original Sender" checked off.
However, some of our customers will also sometimes send issues out to their customer success managers instead of to the support inbox for issues. Sometimes they are unaware these are bugs, or just something that comes up during conversation. In these cases, the success managers will naturally forward the email to the support team. This then generates a ticket in my own company name, instead of the customer, and needs to be manually changed so all the associated workflows and reporting is correct, and it's quite a pain.
It would be amazing if we could, at a minimum, exclude our own company from the opt out.
Ideally, we could customize this per-company, but the MVP here alone would be a gamechanger and save soooo much time.
We are very much in need of this as well. We would like to see the original sender as the contact on tickets coming from our own domain, but the actual sender for any domains other than our own!
I'd love this as well. Do any of you have a current workaround?
Only really horrible and imperfect automated workflows
I'm looking at new tickets and checking if number of associated companies is greater than or equal to zero, then doing all sorts of stuff. I'm also trying to address that I always want the parent company with which I am contracted associated with tickets, not the child company the user may belong to.
Absolutely agree with all of the above. Adding some usecases: We are working with integration partners where the exchange should happen between the integration partner and our support (while they forwarded an original inquiry from their customer and they manage the main communication to the customer) vs CSMs or external sales partners forwarding inquiries to support from our own customers vs an admin of the platform forwarding an inquiry from their users where the admin should be our main contact point. At the moment we have the toggle turned off because support agents get confused as to who really sent the email and the risk is very high to sent sensitive information to the end user directly. However, it is a lot of manual work to then associate the right contacts etc. .
It is also really not ideal the way it is displayed as you cannot identify whether it/who was the forwarder who wrote the email unless there is a clear email signature). HS should highlight that it is a forwarded email or similar and still show the forwarder email address without including it in the reply.
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