By default, when a ticket is created from an incoming email, the From email address is used as the customer. If a customer with that email already exists, the ticket is linked to them. Otherwise, a new customer is created.
However, there may be situations where agents want to create tickets on behalf of their customers. In such cases, the ticket would normally get attached to the agent instead of the customer.
To avoid this, there is an option to use the original sender as the customer for agent-forwarded emails.
Go to Admin Panel.
Click on General.
Click on Tickets.
Turn on Use original sender as customer for agent-forwarded emails.
Click on Save changes.
When forwarding or sending an email from your agent account, include the customer’s email at the top of the email body in the following format:
original_sender {[email protected]}The ticket will then be created under the specified customer instead of the agent.
This works only when the Use original sender as customer for agent-forwarded emails is turned on and the email is sent from an agent's email address.