By default, for tickets created by incoming emails, the fromemail ID in the incoming email is used as the customer for the created ticket. If there's an existing customer with that email ID, the ticket is attached to them; otherwise, a new customer with the email ID is created, and the ticket is attached to this new customer.
However, there can be cases where NeetoDesk agents want to create tickets on behalf of their customers. In this case, if the agents send an email from their own email ID, the resulting ticket will be attached to a consumer with their email ID.
In more specific cases, you as an agent may want a ticket to be associated with a customer but by an email sent/forwarded by you. NeetoDesk allows doing so by a workspace-level switch.
Go to Admin Panel.
Click on General > Tickets to get to ticket settings.
Turn on Use original sender as student for agent-forwarded emails and save changes.
Now onwards, if you send a ticket creation email from your agent email ID , and include the original customer's email address at the top of the email body in the below format, the ticket will be created against the specified customer instead of you.
original_sender {[email protected]}This works only when the Use original sender as student for agent-forwarded emails switch is turned on and the ticket creation email is sent from an agent's email address.