Hi all,

We’ve encountered a workflow issue with how tickets are created from forwarded emails, and we’re wondering if there’s a way to automate part of this process.

Currently, when someone forwards an email to our helpdesk, the ticket is correctly attributed to the original sender (e.g., Jimmy). However, we would like the system to also recognize the person who forwarded the email (e.g., Billy) and:

1. Assign the ticket requester as the person who forwarded the email (Billy), and

2. Set the ticket as being submitted on behalf of the original sender (Jimmy).

Right now, we have to manually edit each ticket to reflect this relationship. Ideally, we’d love for this to happen automatically so both individuals are connected to the ticket and are aware that it’s been submitted.

Is there a feature, setting, or workflow automation in iiQ that could support this behavior?

Thanks so much for your help!