In our company we often have clients email their support requests to our personal email address’s rather than to our support email. Unfortunately this seems like something that will always happen in our company.
As a result we find ourselves constantly forwarding email from our mail client to our support (helpspot) email address so that we can use helpspot to respond to the customer.
When we forward emails to our support email address the sender information is changed from the customers email to our own name and email meaning that when we open the request in helpspot it looks like the request has come from us rather than the customer. We constantly have to manually update the customer info.
Would it be possible to automatically recognize that the email has been forwarded, read the original sender data (that outlook kindly drops this into the top of the email) and adjust the customer data to reflect the original sender.
This idea is not new. – Highrise does it very well.
We have also incorporated the idea into some of our PHP apps and it seems to be working well. I would be happy to share this code with you if you are interested in taking a look. The code is not particularly complex.