Based on a previous topic, “HelpSpot ~ Recognise E-Mails that have been forwarded to Helpspot and set appropriate client details”, it appears that HelpSpot is detecting that an e-mail is forwarded and getting the customer information from the forwarding information in the body of the e-mail. In our company, Outlook is only providing the friendly name in the forwarding information, so the body contains something like “From: Lastname, Firstname”. HelpSpot ends up setting the e-mail address to “Lastname@”, which means that we don’t get the right customer information.
If there is a way to work around this issue, that would be good to know. Otherwise, it would be nice if, in a future version, HelpSpot would validate the e-mail address and revert to the sender information if the e-mail address parsed out from the forwarding information is not a valid e-mail address.