Use the original sender as the customer for forwarded emails

Normally, when NeetoDesk receives an email, it makes the sender the customer on the ticket. For example, if [email protected] emails your support address, NeetoDesk creates the ticket for Charlie.

Sometimes, however, a customer might email a team member directly instead of emailing your support address.

For example, Charlie emails [email protected]. Oliver wants this conversation to be handled in NeetoDesk, so he forwards Charlie’s email to the NeetoDesk support address.

Since Oliver forwarded the email, NeetoDesk sees Oliver as the sender and would normally create the ticket for Oliver instead of Charlie.

NeetoDesk prevents this by using the Use original sender as customer for agent-forwarded emails feature. By default, this feature is turned ON for every workspace.

How to handle when the sender cannot be detected

Some mail clients, most often Outlook, keep only the sender's name when forwarding and drop their email address. When NeetoDesk finds no address, nothing changes: the ticket is created under the team member, exactly as before this feature.

Fixing a ticket that went to the wrong customer

If a ticket has already been created under the wrong customer, open the ticket, click the ticket details menu, choose Edit ticket, and change the customer email. The ticket and all its replies move to that customer.

Turning this feature off

1. Go to the Admin Panel.

2. Click on General.

3. Click on Ticket Settings.

4. Turn off Use original sender as customer for agent-forwarded emails.

5. Click on Save changes.

With this setting off, forwarded emails create tickets for the team member who forwarded them.