Forward a customer's email to your HappyFox Help Desk support address, and the ticket is created for the original sender, not for the agent who forwarded it.
Before you start
- Keep the "Forwarded message" line your email client adds when you forward an email. HappyFox Help Desk reads the original sender's address from that line, so removing it breaks the match.
Forward the email
- Forward the customer's email to your Help Desk support address, using your email client's normal Forward action.
- Send it as is. Do not edit or remove the "Forwarded message" header line.
Note HappyFox Help Desk matches the contact using the email address in the "Forwarded message" line. If no contact exists with that address, a new one is created automatically, and the ticket is created on their behalf, not the forwarding agent's.
Warning When forwarding from Outlook, the original sender's email address can be missing from the forwarded message. When that happens, the ticket is created for the agent who forwarded the email instead of the original sender. This is a known limitation and is being investigated.
Once the ticket is created, it shows the original sender as the contact, so replies go directly to them instead of the forwarding agent.
Continue reading
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