I have a problem when a specific customer open a ticket. When the ticket open, it appears like WE did it instead of the customer. Everytime this customer open a ticket we have to edit its info to put the correct ticket's caller.
This happen with every ticket from a specific customer.
about 11 hours ago
Thanks @Mark for helping with this. Freshdesk expects the original sender's email address to be available in the message headers of the email and if that's not available for some reason, it'd create the ticket on behalf of the user who forwarded the ticket (in this case, the group email).
@Moises, We'd need the original email headers to troubleshoot this issue further. I'm creating a support ticket to help you with this.
Moisés Troya Bueno
about 10 hours ago
I'm afraid that for privacy and security reasons I can't provide you the original email headers.
By the way, thank you for creating the support ticket, I've already received the notification from its creation.
I'll post any sugerence or posible solution that the FreshDesk's support gives me in this topic for the help of the comunity.