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.