Forward email from Outlook 365 to Zoho Desk

Hi everybody,

I have a problem with the forward of email to Zoho Desk.

When I receive a mail from a customer, I try to manually forward the email from desktop Outlook 365 to Zoho Desk to open a new ticket.

I have this configuration active in Zoho Desk

Is there the possibility to create a quick action or something similar in Outlook to put in the body of the email

the #original_sender{sender_email} tag automatically, so that the ticket is opened with the name of the right contact (the sender contact) and not with my name? Because it is so annoying to do this manually for every mail forwarded.

The other strange thing is that my collegue with the same configuration (desktop outlook 365) is able to forward to Zoho Desk a customer email WITHOUT the #original_sender{sender_email} in the body and the ticket is correctly created with customer name.

Instead, if I try to forward without the #original_sender{sender_email} tag the ticket is opened with my name.

There is something strange that I can't understand.

Any suggestions is appreciated.

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