Forwarded Emails Use Sender as Requester/Contact

evolan

Hi team,

Thank you for all the latest updates and enhancements you have released the past week or so!

I wanted to ask, and not sure if it has been asked before, but is there a plan to add an option that when forwarding emails to the ticket system, we can have it that the sender will be the client and not the agent who is doing the forwarding? For example, many times clients will email directly to an inbox and then it needs to be forwarded to the ticket system. Would be nice to have it assign the contact as the user who created the email.

johnny

That would be a pretty neat feature for sure. We get this quite a bit. We will look into this further.

wrongecho

This feature has been lacking in every ticket system I've ever used.

From a technical POV, I'm not sure how we'd actually parse the original sender. I don't think the library we use currently supports anything natively.

evolan

wrongecho

Would something like this work? https://stackoverflow.com/questions/10244980/parse-forwarded-email-body-in-php

aftechro

I think once the email ends up in the open que tickets, regardless was direct message or forwarded, the agent who taking the ticket or the manager who assigning them, can change the contact to the right person. Sure, this means that the ticket handler to pay attention to the contact details when looking at the ticket in first place.

You can Edit the ticket from here, and select from the dorpdown

wrongecho

aftechro

This is a valid method however by default ITFlow wouldn't even process this email unless you had your own domain setup somewhere. Additionally, the client never receives the automatic ticket email with the reference.

I'm 100% for this feature, it's always been a pain point for me.

wrongecho

Potentially, but I was thinking something a little more deliberate on the forwarders side. I sometimes forward in emails and actually do want them raised under me.

Freshworks has a SimonSays feature that looks pretty cool. We could possibly take some inspiration from this (e.g. the agent forwards the email to the support inbox with the body @ "contact" : "someone@example.com" and it'll raise under the email specified. Something like this anyway.

evolan

wrongecho

I like that idea