Manual forwarding with Outlook and Exchange does no create ticket On Behalf

When a technician manually forwards an email to the helpdesk mailbox, the system tries to create an "on-behalf" ticket from the original sender.

To make sure it works correctly, double check that:

  1. Your email (the one you're forwarding from) is registered in the helpdesk app and its user-account is a "technician"
  2. The email has a "Fwd:" or "Fw:" in the subject line, so the app detects a forward and tries to extract the original sender.
Now, let's assume you have the magic Fwd letters in the Subject line, but Helpdesk still fails to extract the original sender from the forwarded message?

The problem is that the "From xxx" line in the message body does not contain the email address for identifying/creating the user in the helpdesk – it only contains the sender's name. Hence, the ticket is created on behalf of the forwarding technician.

Unfortunately, there is no way to change that. Internal addresses simply do not show as (in general) they are not needed as addressing the email by name would suffice since Exchange resolves them.

External addresses will show and do get printed. If an email gets forwarded, the external email address is also placed above the quoted text.

If the person forwarding the message to you was internal for the original sender and they were using Exchange, then the original addresses wouldn't get quoted either of course.
Creation date: 1/6/2016 2:44 PM      Updated: 9/2/2023 9:33 AM
Jitbit Helpdesk ticketing system - setting up email integration and solving common problems