Forwarding mail to freescout does not create a ticket correctly

[alberto464]

Hi, when I send an email to FreeScout adding the word @fwd at the beginning, the system does not create a ticket for the customer whose first email it finds. Create it as if it were a normal conversation.

Here's a screenshot of the conversation it creates:

[freescout-helpdesk]

Are you using the latest FreeScout?

#2929 (comment)

[freescout-helpdesk]

Closing for no activity.

[SecureCPU]

Hey,
I'm having the same issue as this:

[SecureCPU]

its still creating the ticket with the senders email address not the @fwd.
does this only work if I send it from my own email, or can it be set to work with any incoming email that has @fwd in the beginning of the mail?

[SecureCPU]

i tried forwarding from my own email, it doesn't work either.

Is this feature build into freescout or a plugin?

[tschabet]

I have the same problem. @fwd does not reliably work for me.
Particularly, it worked 1 time. Since that I did not change anything but when I @fwd Emails to Freescout it creates Tickets in my name instead of the customer's name. What can I do or what do I have to consider?
I use Outlook as standard Mailclient, and Apple Mail on my mobile devices.

I am using Freescout 1.8.152

[freescout-help]

Try to debug this condition: https://github.com/freescout-help-desk/freescout/blob/dist/app/Console/Commands/FetchEmails.php#L691

https://github.com/freescout-help-desk/freescout/wiki/Debugging

[tschabet]

Thank you for the quick help!
The problem was that I wrongly typed @ Fwd instead of fwd (first character uppercase instead of lowercase). Which is necessary in order that the logic works. This line gave me the relevant hint:

const FWD_AS_CUSTOMER_COMMAND = @ fwd;

Maybe in future versions this could be simply changed to a list to make it case insensitive? -> @ fwd, @ Fwd, @ FWD
(all without the spaces between @ and character)

[dsmagghe]

I have the same problem. @fwd does not reliably work for me. Particularly, it worked 1 time. Since that I did not change anything but when I @fwd Emails to Freescout it creates Tickets in my name instead of the customer's name. What can I do or what do I have to consider? I use Outlook as standard Mailclient, and Apple Mail on my mobile devices.

I am using Freescout 1.8.152

I think you should check if in your forwarded mail there is perhaps a signature of yourself which is added, because it just takes the e-mailaddress it finds after the @fwd . I struggled as well and noticed it was my own signature that got before the mail which caused this problem.
Anyhow even with the latest build this is still the case. It could be solved by ignoring any of the emailaddresses that are in the users account after the @fwd and just take the first mail that is not from the forwarding user ?