We have been using Zoho desk for a while and when an agent forwarded a mail from a client to the helpdesk, it always came from the client, not the agent. 

Yesterday something changed and now the emails are coming from the agent instead.

No settings have been changed. Create tickets on behalf of the sender while forwarding emails

is turned on and we have never had to put #original_sender {sender_email} into the body of the email to get that to work. Please help as this is really frustrating as we can email back using Zoho Desk. 

Thanks

Colin