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Does ##forward:true## have to be the first token in the subject line in order for it to work? I am positive that this used to work for us, but somehow it does not seem to be working now. Is there a required setting in HelpSpot to enable this?

FWIW, this is an email forwarded from a Moto Droid using the Droid’s built-in Exchange client.


Ben Chapman


Hi Ben,

No, it can be anywhere or in the body. However, for it to work the quoted heading must be in a format HelpSpot can parse. So does the forwarded email have a normal exchange/outlook type heading giving the name (and email), date, etc? Sometimes there’s only a name and not an email. In that case the system will abort.