Sometimes, clients will email sales or execs with issues.
These people forward the email onto Zammad and tech/support team takes care of it.
We’re so used to simply typing in our replies without hitting the reply button. But this will send a reply to the person who forwarded the email NOT the user/client who sent the original inquiry or issue.
Is it possible to capture the email in the forwarded message? Can we add email as a variable in the message for Zammad to read it so support team can just reply without having to hit REPLY and then copy/pasting the message in TO: field?
This has happened more than a few times so best fixed with an automaton.
Or is some other workflow better suited to address this?
Not looking for a feature… just instructions if this already possible.