Option for Agent specific default email account for forwarding
started a topic
almost 8 years ago
Scenario: Agent needs to forward mail to other departments for further discussion.
However if he uses the support email as "From" account replies to the agent will create a new ticket for the coworker/deparment (undesired).
Workaround: Create personal email account for employee/agent - but do not make use of the forwarding option. This way the agent can set his personal email as "From" on the forwarding and will receive the answer from the department on his personal email account.
However it is error-prone to change the "From" field for each time he forwards to his own account.
Suggested improvement: In Agent Profile let the "Default Account" for forwarding be set.
This way everything goes through the support email while forwarding uses the agents private account by default.