Hi,

Is there any way do not associate a account with an email address of the sender? Very often in organization, some (non-helpdesk team) colleagues forward our clients' request to our helpdesk team. E.g.  Key Account Manager forwards an email he received from his client to our technical helpdesk team.

In that case, however, the ticket account gets associated to the email of the internal colleague and not the account. I know about the #original_sender{sender_email} function, but I cannot expect everybody in the organization to use it every single time. When we try to "change" the account of the ticket I get the message "You can only add Accounts associated with the Contact here". Ideally we would like to change the account that the ticket is about even if it comes from internal collegues.

Is there any workaround here?