@fwd-function in mail body is not working

[bitworxdigital]

I tried today the @fwd-functions as mentioned in the wiki but i couldnt get it working.

at first i sent a mail from my gmail to my personal m365 box (which is the freescout user) and then forwarded it from m365 to my monitored m365 box (support@...) and just added @fwd - no signature, no nothing.
ticket arrived in freescout, but with the email and the name of my personal m365 box, not the gmail, as the feature mentioned. (see screenshots below)

second i tried to forward a mail directly from my gmail (no freescout user) to my monitored m365 box (support@...) and only added @fwd - no signature, nothing else.

please can you help me out?
also in the app logs i couldnt find any error.

[freescout-helpdesk]

Can you attach html of the forwarded email.

[bitworxdigital]

@freescout-helpdesk i copied that out of freescout if thats what you need

<div class="WordSection1">
<p class="MsoNormal"><span style="font-size:11.0pt;mso-fareast-language:EN-US">@fwd<p></p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;mso-fareast-language:EN-US"><p> </p></span></p>
<div style="border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0cm 0cm 0cm">
<p class="MsoNormal" style="margin-bottom:12.0pt"><b><span style="font-size:12.0pt;color:black">Von:
</span></b><span style="font-size:12.0pt;color:black">Dennis Staufer <[email protected]><br>
<b>Datum: </b>Mittwoch, 19. April 2023 um 15:22<br>
<b>An: </b>Dennis Staufer <[email protected]><br>
<b>Betreff: </b>Problem Drucker<p></p></span></p>
</div>
<div>
<p class="MsoNormal"><span style="font-size:11.0pt">Bitte mit diesem Text ein Ticket eröffnen!<p></p></span></p>
<div>
<p class="MsoNormal"><span style="font-size:11.0pt">Drucker ist kaputt.<p></p></span></p>
</div>
<div>
<p class="MsoNormal"><span style="font-size:11.0pt"><p> </p></span></p>
</div>
<div>
<p class="MsoNormal"><span style="font-size:11.0pt">Danke!<p></p></span></p>
</div>
</div>
</div>

[freescout-helpdesk]

Try with attached /app/Console/Commands/FetchEmails.php file and send us messages starting with "[FetchEmails]" from "Manage > Logs > App Logs".

FetchEmails.zip

[bitworxdigital]

Try with attached /app/Console/Commands/FetchEmails.php file and send us messages starting with "[FetchEmails]" from "Manage > Logs > App Logs".

FetchEmails.zip

see attachment
you can ignore the first error, it was just a wrong file right, i corrected that
laravel-2023-04-19.log

[freescout-helpdesk]

Some more information is needed. Try this FetchEmail.php:

FetchEmails.zip

[bitworxdigital]

Some more information is needed. Try this FetchEmail.php:

FetchEmails.zip

see here
laravel-2023-04-20.log

[freescout-helpdesk]

Try this. It should work now.

FetchEmails.zip

[bitworxdigital]

@freescout-helpdesk indeed - it didnt cut out the header of the fwd email, but i dont know if it is supposed to.
but thx, it did as it should - see attachment.