We would like support emails sent directly to an employee. Can be forwarded by the employee to the ticket system. The ticket should then be created in the name of the original sender and not in the name of the employee.
Thanks for the answer. I don’t know how exactly an e-mail forwarding works or looks like, but I don’t have to. I use a tool to solve this for me. Okay, Zammad only offers a workaround. Will there be another solution for this in the future?
We looked at Zendesk and there is a corresponding feature here.
I doub tthey’re talking about forwarded but bounced mails.
If you take any mail in your inbox and press on the “Forward” button, the original headers are lost.
The only way you could ensure this does not happen if you send the original mail as attachment (and then there’s this specific thing called Outlook that loves to mess with attachments if their users don’t know)
You have to redirect the email. If you will do this manually - depending on your MUA there are several ways. For Thunderbird you can use an addon called " Simple Mail Redirection". For Outlook you can add the mail account, which zammad is using and do a drag&drop of the wrong routed email from the other mailbox to the zammad inbox.