Forward mail from customer from tech mailbox not working

Ticketing Leads, Mailboxes, & SMTP
1

Hi,
I am trying to forward mail from customer to automatically create ticket on that customer.
The email address I am forwarding from is a user in Syncro.
The email address I am forwarding from is not a contact in Syncro.
I am forwarding an email from a customer email address that is a customer and has a contact in Syncro.
The email has the FW: in subject

Still, the email always shows up as Lead from the forwarder email address insted of matching the email to the customer.

Is there something I am missing here?

2

The same has been happening to me for a few weeks now.

3

This might help:

4

This is a known issue ever since rich-text ticketing was rolled out. There is a temporary (god I hope it’s temporary) fix to it, you just need to remove the brackets around the ‘From’ address in your forwarded email. For example, if the top of the forwarded email looked like this:

From: Your Client < yourclient@company.com >
Date: Monday, 13 March 2023 at 14:20
To: You < you@you.com >
Subject: Subject Line

Then you just need to remove the < > around the client’s email address. Then when you forward the email to Syncro and it looks like the below, it will find the right client:

From: Your Client yourclient@company.com
Date: Monday, 13 March 2023 at 14:20
To: You < you@you.com >
Subject: Subject Line

5

Thank you @samtowler this works!
Not pretty but still better than not working. Hopefully we have a permanent fix soon!

6

Yes, thank you @samtowler. Very much appreciated!

7

@samtowler That worked. Thanks!

I have a Dutch Outlook and I have to change Van: to From: to get this to work.

8

It works with the temporary fix.
However, like @onno, my email clients doesn’t use “FW:” but “Fwd:” or even “Tr:” (when it’s configured in french) in front of the message subject. It would be nice to have the option to change the tag that is used to trigger the forward function.

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