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We have it set up that when we forward an email from our Help Desk email, a ticket is created. Changing the Requestor (submitted by person) is being done manually from Help Desk to the employee.

Is there a way for the Requestor (submitted by person) to be auto assigned if the employee’s email is always the 1st line of the email being forwarded, example: From: John Doe <john.doe@myschool.org> would always be the 1st line? This would prevent us from manually having to go in and change the requestor and our rules should auto-assign the ticket to the correct team to work the ticket. We are a large district and are about to get inundated with emails for the start of school. This would help out tremendously.

We tested this and it works with automatic forwarding, but manually forwarding an email didn’t seem to do it.

I actually contact IQ about this a few months ago. They did something (not sure what) but now that exact functionality works for us. 

I actually contact IQ about this a few months ago. They did something (not sure what) but now that exact functionality works for us. 

Do you have your emails automatically creating tickets or do you forward them to IIQ manually?

Do know if they set something up in your rules to allow this functionality? 

@SBourque 567ca80 apsb Thank you for submitting your question to our community! 😄

Looks like there is a setting support needs to adjust for you. Let me reach out to see what I can find! 

@SBourque 567ca80 apsb I wanted to let you know that we have turned this setting on for you. Please make sure you are not manually forwarding the emails to test. 😄

@SBourque 567ca80 apsb I wanted to let you know that we have turned this setting on for you. Please make sure you are not manually forwarding the emails to test. 😄

The way we work our Help Desk email box is that some email requests get handled by the Help Desk Team and the emails that are for other teams, we manually forward to IIQ. Therefore, we do not want the automatic forwarding to happen at this time, only for IIQ to grab the 1st line of the manually forwarded email and assign as the requestor.

@SBourque 567ca80 apsb If you are not using automatic forwarding, I do not think the site setting will work for you. Try it, and let me know if it does. At this time, I believe our way to read further into the email is with the automatic forwarding, not manual. 

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