forwarding client emails into ticket system

[snake]

Like everyone else, I have to work around the bugs and limitations of the crappy ticket system, one of which is forwarding emails that clients send to me directly into the ticket system.

To do this, I have to use an email alias for forwarding the emails since WHMCS will ignore emails sent from staff email addresses.

the problem is that my alias is then permanently the ticket requestor, and I don't seem to be able to change this, and so I also get a copy of every ticket reply and it has my name as the ticket owner.

Is there any workaround to this?
Going into he database to fix it each time is obviously not a solution.

 

[bear]

My local (on the PC) email program has "forward as original" which seems to do the trick. 

[snake]

You are probably referring to this option in outlook.

https://www.lifewire.com/redirect-email-outlook-1173796#:~:text=When you want an email,information in a forwarded message.

 

This is basically spoofing the original senders email. This will only work if the original senders domain is insecure and doesn't have email authentication setup.

If email authentication is enabled, which it really should be, then any attempt to do this should result in the emails being flagged as spam at the very least and if dmarc is setup, the emails should be outright rejected.

So in other words this is completely reliant on the original sender having non existent security on their domain.

Sadly Most domain owners still have no idea about email authentication which is why spam and scams and phishing is so rife and so easy for the criminals to get away with.

[bear]

Don't use Outlook, but I guess this is what I get for trying. 
Good luck. 

[snake]

17 minutes ago, bear said:

Don't use Outlook, but I guess this is what I get for trying. 
Good luck. 

calm down there, not sure why you are getting all offended by me simply assuming you are using Outlook?

its just an email client, the process would be the same regardless of what email client you use. This si simply how email authentication works.

[leemahoney3]

I could be completely wrong here, but could you set up an email address specifically for the department in question 9e.g. (support-pipe@yourdomain.com) and then forward to that email address? You could have the email pipe set up on support-pipe@yourdomain.com to pipe the emails into the support desk

[snake]

On 7/23/2023 at 12:51 AM, leemahoney3 said:

I could be completely wrong here, but could you set up an email address specifically for the department in question 9e.g. (support-pipe@yourdomain.com) and then forward to that email address? You could have the email pipe set up on support-pipe@yourdomain.com to pipe the emails into the support desk

piping only works if the email is hosted on the same server as the website, which is not the case here.
My emails is with google workspace.