Forwarded email to create ticket is not using from address as primary contact

[KBillings]

We have an email address that customers can use to create tickets. When they email the address directly, it sets the customer as the primary contact for the ticket. But, when the customer forwards an email to the address it's using the email of the original message and not the customer's email as the primary. 

We send an acknowledgement email to the primary contact of the ticket and we only interface with our customer and not their end users, so when this happens the end user is getting the acknowledgement email.

[franksteiner79 · Accepted solution]

Hi @KBillings 

That's expected behaviour when using the forwarding address. The only way to circumvent that is for you customer contact not to forward emails from their users but copy it's content into an email they send you from scratch.

Frank 

[drafeedie · Accepted solution]

Hi @KBillings - I think you are referencing a setting in Helpdesk that allows you to use the original sender of an email or forwarder (your customer). So if your customer forwards and email to you and the original sender was Amazon, then you can choose to use either Amazon (original sender) or your customer (forwareder) as the primary contact. If you go to Helpdesk settings, you can toggle off this setting to get the forwarder to be the primary contactd. 

[CBerse]

Thanks for surfacing this!

Has anyone solved for making sure the person who sent the Ticket is the Associated Contact to the record vs. someone further down in the email chain? 

[PamCotton]

Hey @franksteiner79, thank you for explaining how the forwarding address works.

Kindly,

Pam

[franksteiner79 · Accepted solution]

Hi @KBillings 

That's expected behaviour when using the forwarding address. The only way to circumvent that is for you customer contact not to forward emails from their users but copy it's content into an email they send you from scratch.

Frank 

[ICostelloe]

Hi Frank, 

Can you not just turn off the below setting in Channel section of Help Desk to circumvent this behaviour?

[franksteiner79]

Hi @ICostelloe 

You could but then it won't work for the 80/90% of tickets that get created as intended through forwarding.

Frank