The problem is basic. The unique identifier for the individual requesting support is their email address. As we work with many of our clients or customers to adopt FreshDesk as a customer service solution we are loosing the ability to track the individuals that are generating the requests. They are having the same problem with interacting with us.
email@example.com could come from anyone and tickets are not flowing properly.
To get around this we have started using firstname.lastname@example.org for our agents and force the system to reply with the assigned agents information. This works fine for tickets that go through the entire process with the same agent but it causes a problem when another agent steps in to help or get engaged in the case.
The system should have a setting option to force the information to be (Agent Name) email@example.com.
This is really important when working directly with other companies that employ FreshDesk because we are loosing the ability to tie a ticket to a person. If a users email address is the unique identifier it needs to be unique in both incoming or outgoing communications.