When we have a staff member who gets an email in via outlook, they forward to our help email address. I was expecting Helpspot to auto fill in the email from the original sender along with the F/L name. What it is doing is putting in firstname@ So an email from me that was forwarded into the ticket system would show in the email field : brandon@ and no other information populated.
Any insight on how to resolve this so it can populate the information as well as send the standard auto response?
Thanks!