Outlook attribution of original sender on reply/forward

[dgsmith]

We are trying to get freshdesk working so that email sent directly to us can be forwarded to our freshdesk email alias, and for this in turn to grab the email address from the sender.

 

For some reason, when I reply or forward, it doesn't grab the email address of the original sender, only their display name (it does show the email address for users included in the email, such as in "to", "cc" etc). This is the same whether the email is replied or forwarded. Some staff who use smartphone apps don't have this issue, so it seems to be with Outlook (we use 2019).

 

From: Teacher

Sent: 16 March 2021 07:45

To: Support

Subject: Fw: IT issue

 

Using the above as an example, we would expect the email address of "teacher" to show in the same way it does for "support" and for some users, this works (probably those using office 365, apps etc).

 

I can't find the setting anywhere in Office 2019 though - anyone seen this before?

[dgsmith]

I guess this isn't a common thing then as I still can't seem to crack it!

[p858snake]

Instead of forwarding the email, Depending on how your support@ email address is setup.

 

If its a shared mailbox, add it to Outlook then you can just drag the email into the inbox.

[dgsmith]

We use an internal alias to redirect to a freshdesk email address (it isn't a shared mailbox or internal to our tenancy), so it's not an option to drag-drop.

 

What's strange is that looking at emails from others to me, some retain the attribution and some don't.. never been an issue until now though, so it's not something people would notice particularly unless there is a need for it!