Hi all,

In service-desk products I've used before, I've utilised the ability for techs to forward an email request to the system on behalf of another user.  For example, the tech receives a direct email with a request from an end-user called Joe Bloggs, they then forward the request to the Service Desk email and the ticket is created for Joe Bloggs, rather than the requester.

One system I used (Zoho Desk) achieved this by requiring you to put a line like #original_sender {joebloggs@emailaddress.com} in the email, then it would set the creator as Joe.

Another system used the reply-to header in the email.  You set that to Joe-Bloggs and then it's created as Joe rather than the tech.

I'd like to implement the same thing in Service Desk Plus. Is there a way to achieve this?

Many thanks,

L8r.