Hello,

I am aware of the possibility to create a ticket in the name of another person (a customer).

I wonder how I can manage the following situation. There is a customer ticket and I receive an email in my mailbox (not connected to Desk) and I want to add it to the corresponding ticket. When I forward the email, it is displayed in the threads, but I am shown as the sender - which is technically the case, but logically makes no sense. I had hoped that the keyword #original_sender {sendermailaddress} would help. When I send the email this way, I am also marked as the sender.

Best regards,

Sven