How does Deskpro determine the sender of an email? - Knowledgebase / Using Deskpro - Deskpro Support

How does Deskpro determine the sender of an email?

Last updated: Aug 30, 2023 by Lara Proud

Deskpro looks at the From: header of an email to determine the sender.

Some systems may forward email and change the From: header, expecting you to rely on the Reply-to: header to determine the sender. This behavior may cause Deskpro to assign unexpected users to tickets. The solution is to make sure the forwarding system is sending correct headers.

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Author: Manu Marquez
Last update: Aug 30, 2023