In the old help desk (v8) support representatives were able to email in tickets and the ticket would correctly show as coming form them. Why does the new system change the contact to 'System'?
We have support managers that email in/forward in tickets that need to be worked on and we have no way of knowing who sent the ticket in. We are also not able to track these types of tickets because they all are changed to coming from the same contact 'System'.
Why is it doing this? Is there some setting I can change to correct this?