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When a colleague sends an email from a contact, the reference of the outgoing email is set to the contact. Now the contact replies and the colleague forwards the reply to an email address that is a queue. No ticket is created in the queue for this email, because the reference of the forwarded email is still the contact.
Is there any way to intercept this?
Hi paulstegmann,
Perhaps what we need to figure out is the cause of the problem?
Is it because the regarding field is not empty or because the email is being forwarded?
Hi Leah,
its because the regarding field is not empty. I have since built a workflow to intercept this.
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