Forwarded emails show as wrong requester


When forwarding emails from our helpdesk email to the plumsail processing email address the requeser on all the tickets shows up as the helpdesk email, not the user who actually sent the request.

Is this by design? Or am I missing a setting


Hello Matt,

If you forward an email manually (for example from outlook) it is by design feature.
If you configure automatic forwarding to the mailbox it should work correctly.
Please check out the link below to know more