freescout
freescout copied to clipboard
freescout-helpdesk
Read incoming forwarded emails as new ticket from original sender
I would love to see FreeScout able to parse through a forwarded email and grab the OP's message as the ticket.
Let's say Joe Smith sends an email to my personal email address that I'd like to make a ticket. I should be able to forward that message to my FreeScout mailbox, which would generate a new ticket from Joe Smith with his original email body. (In other words, FreeScout should ignore the "forward" part of an incoming ticket)
Maybe it will be implemented in the future. For now you can use "New Conversation" feature, which will create a new conversation from forwaded email:
@pocketfulofrage here's a workaround I just discovered. I created a folder called "Tickets" in my email account, and then setup Freescout to only check the Tickets folder. When it reads the new email, it creates the support request from the original sender.
I've only tried this with Gmail, and I found that the email has to be marked as unread in order to work.
Any updates on this topic? Forwarding mails from customers would be the one feature we are missing right now. Thanks!
I wonder how much is involved in a minimal "first attempt" at this feature?
- Notice that the incoming email address belongs to a support agent, and that the subject has a "Fwd:" prefix (any other prefixes?).
- If so, then read the message to look for the real sender; set the customer to that address instead
Anything else?
I'm not saying I have resources to look at this currently, just trying to understand the issue (I would like to see it implemented - I just forwarded a ticket into Freescout and learned then that that feature isn't there.
Hello,
is this feature in the roadmap for the future development?
We are looking for a solution to forward clients' communication that is currently being sent to different individual emails into one platform; with the key feature being automatically assigning forwarded email to the customer (original sender). I have tried using "New conversation" feature but either I am not using it correctly or it doesn't do that.
Would be potentially happy to sponsor the development of this.
Thanks.
@avidras thank you, to sponsor development of this feature, please see https://github.com/freescout-helpdesk/freescout/wiki/Hire-Developer
Implemented in the master branch.
Forwarded email should contain "F:", "Fw:" or "Fwd:" in the subject and must contain forwarded email info in the body, for example:
---------- Forwarded message ---------
From: <[email protected]>
Date: Tue, Dec 15, 2022 at 1:17 AM
Subject: Test
To: <[email protected]>
Fantastic! Will check it as soon as the release is available. Could you make the $fwd_prefixes configurable? For us germans here the automatic subject adds "WG:" so that would be great to have it as an custom text field.
Or, if thats too much work, can you add ‚WG‘ to the list by default to make all germans happy? ;)
Have you ever received emails with these prefixes: "WG: " and "De: "?
Daily. As i said each mail forwarded using a mail tool in german will add WG: to the fron like you have FW:
Hello,
Thanks for adding Fwd in French & German, but there is a problem with this feature:
Hi,
Bug with last update (1.8.46) :
<hr style="display:inline-block;width:98%" tabindex="-1">
<div id="divRplyFwdMsg" dir="ltr"><font face="Calibri, sans-serif" style="font-size:11pt" color="#000000"><b>De :</b> Fabien Sauvage <[email protected]><br>
<b>Envoyé :</b> mardi 3 janvier 2023 12:04<br>
<b>À :</b> Loïc <[email protected]><br>
<b>Objet :</b> Meilleurs vœux 2023</font>
Other example :
<div class="elementToProof"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt; color: rgb(0, 0, 0); background-color: rgb(255, 255, 255);"><br>
</span></div>
<div style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt; color: rgb(0, 0, 0);">
<br>
</div>
<div id="appendonsend"></div>
<hr tabindex="-1" style="display:inline-block; width:98%">
<div id="divRplyFwdMsg" dir="ltr"><font face="Calibri, sans-serif" color="#000000" style="font-size:11pt"><b>De :</b> cedric xxxxxxx <cedsteph35@xxxxxxxx><br>
<b>Envoyé :</b> mardi 3 janvier 2023 22:14<br>
<b>À :</b> Loïc <[email protected]><br>
<b>Objet :</b> Re: Le paiement de €133,20 est en attente pour INV-002548</font>
<div> </div>
I'm running a version of Freescout including this feature, but it just doesn't work for me. I've tried various methods of forwarding from Thunderbird. The subject has Fwd:, the mail is in plain-text only (also tried HTML), and has forwarded email info - but it always gets detected as if it were from me, not from the actual customer.
I'm running a version of Freescout including this feature, but it just doesn't work for me. I've tried various methods of forwarding from Thunderbird. The subject has
Fwd:, the mail is in plain-text only (also tried HTML), and has forwarded email info - but it always gets detected as if it were from me, not from the actual customer.
Sender's email is the same as user's email in FreeScout? The email has just one recipient?
https://github.com/freescout-helpdesk/freescout/wiki/FAQ#is-it-possible-to-forward-customers-email-to-freescout-and-make-it-look-like-it-came-from-this-customer
Yes, and yes. I tried both my account email address and my alternative address as the sender.
I also tried sending from Alpine instead of Thunderbird (and adjusted the subject in Alpine to put the Fwd: at the front, since Alpine's default is instead to append (Fwd)), and that didn't work either.
For what it's worth - the default forwarded messages (no alterations necessary) from both clients are accepted by Helpscout.
We've changed this behavior in the master branch. Now the customer in the forwarded email will be substituted only if there is "@fwd" text added in the beginning of the email.
This still isn't working for me (Freescout 1.8.70, all modules up to date including Email Commands 1.0.6).... I've forwarded a mail with @fwd, and the address Freescout uses for the mail is mine (one of those listed in "Alternate Emails" in my profile), and not the first email found in the body.
In this case it's an HTML mail.
Here's the body, as shown in Freescout when requesting the original message:
<p>@fwd<br>
</p>
<div class="moz-forward-container"><br>
<br>
-------- Message transféré --------
<table class="moz-email-headers-table" cellspacing="0" cellpadding="0" border="0">
<tbody>
<tr>
<th valign="BASELINE" nowrap align="RIGHT">Sujet :
</th>
<td>Example Support Topic</td>
</tr>
<tr>
<th valign="BASELINE" nowrap align="RIGHT">Date : </th>
<td>Thu, 6 Apr 2023 15:47:08 +0100</td>
</tr>
<tr>
<th valign="BASELINE" nowrap align="RIGHT">De : </th>
<td>Ronald McDonald <a class="moz-txt-link-rfc2396E" href="mailto:[email protected]"><[email protected]></a></td>
</tr>
</tbody>
</table>
<br>
<br>
<meta http-equiv="Content-Type" content="text/html; charset=UTF-8">
Hi David,
<div class=""><br class="">
</div>
<div class="">(Snipped message - contained no email addresses)
<div class=""><br class="">
</div>
<div class="">Thanks.<br class="">
<div class="">
<div dir="auto" style="caret-color: rgb(0, 0, 0); color:
rgb(0, 0, 0); letter-spacing: normal; text-align: start;
text-indent: 0px; text-transform: none; white-space: normal;
word-spacing: 0px; -webkit-text-stroke-width: 0px;
text-decoration: none; word-wrap: break-word;
-webkit-nbsp-mode: space; line-break: after-white-space;" class="">
<div dir="auto" style="caret-color: rgb(0, 0, 0); color:
rgb(0, 0, 0); letter-spacing: normal; text-align: start;
text-indent: 0px; text-transform: none; white-space:
normal; word-spacing: 0px; -webkit-text-stroke-width: 0px;
text-decoration: none; word-wrap: break-word;
-webkit-nbsp-mode: space; line-break: after-white-space;" class="">
<div dir="auto" style="caret-color: rgb(0, 0, 0); color:
rgb(0, 0, 0); letter-spacing: normal; text-align: start;
text-indent: 0px; text-transform: none; white-space:
normal; word-spacing: 0px; -webkit-text-stroke-width:
0px; text-decoration: none; word-wrap: break-word;
-webkit-nbsp-mode: space; line-break:
after-white-space;" class="">
<div dir="auto" style="caret-color: rgb(0, 0, 0); color:
rgb(0, 0, 0); letter-spacing: normal; text-align:
start; text-indent: 0px; text-transform: none;
white-space: normal; word-spacing: 0px;
-webkit-text-stroke-width: 0px; text-decoration: none;
word-wrap: break-word; -webkit-nbsp-mode: space;
line-break: after-white-space;" class="">
<div dir="auto" style="caret-color: rgb(0, 0, 0);
color: rgb(0, 0, 0); letter-spacing: normal;
text-align: start; text-indent: 0px; text-transform:
none; white-space: normal; word-spacing: 0px;
-webkit-text-stroke-width: 0px; text-decoration:
none; word-wrap: break-word; -webkit-nbsp-mode:
space; line-break: after-white-space;" class="">
<div dir="auto" style="caret-color: rgb(0, 0, 0);
color: rgb(0, 0, 0); letter-spacing: normal;
text-align: start; text-indent: 0px;
text-transform: none; white-space: normal;
word-spacing: 0px; -webkit-text-stroke-width: 0px;
text-decoration: none; word-wrap: break-word;
-webkit-nbsp-mode: space; line-break:
after-white-space;" class="">
<div dir="auto" style="caret-color: rgb(0, 0, 0);
color: rgb(0, 0, 0); letter-spacing: normal;
text-align: start; text-indent: 0px;
text-transform: none; white-space: normal;
word-spacing: 0px; -webkit-text-stroke-width:
0px; text-decoration: none; word-wrap:
break-word; -webkit-nbsp-mode: space;
line-break: after-white-space;" class="">
<div dir="auto" style="caret-color: rgb(0, 0,
0); color: rgb(0, 0, 0); letter-spacing:
normal; text-align: start; text-indent: 0px;
text-transform: none; white-space: normal;
word-spacing: 0px; -webkit-text-stroke-width:
0px; text-decoration: none; word-wrap:
break-word; -webkit-nbsp-mode: space;
line-break: after-white-space;" class="">
<div dir="auto" style="caret-color: rgb(0, 0,
0); color: rgb(0, 0, 0); letter-spacing:
normal; text-align: start; text-indent: 0px;
text-transform: none; white-space: normal;
word-spacing: 0px;
-webkit-text-stroke-width: 0px;
text-decoration: none; word-wrap:
break-word; -webkit-nbsp-mode: space;
line-break: after-white-space;" class="">
<div dir="auto" style="caret-color: rgb(0,
0, 0); color: rgb(0, 0, 0);
letter-spacing: normal; text-align: start;
text-indent: 0px; text-transform: none;
white-space: normal; word-spacing: 0px;
-webkit-text-stroke-width: 0px;
text-decoration: none; word-wrap:
break-word; -webkit-nbsp-mode: space;
line-break: after-white-space;" class="">
<div dir="auto" style="caret-color: rgb(0,
0, 0); color: rgb(0, 0, 0);
letter-spacing: normal; text-align:
start; text-indent: 0px; text-transform:
none; white-space: normal; word-spacing:
0px; -webkit-text-stroke-width: 0px;
text-decoration: none; word-wrap:
break-word; -webkit-nbsp-mode: space;
line-break: after-white-space;" class="">
<div dir="auto" style="caret-color:
rgb(0, 0, 0); color: rgb(0, 0, 0);
letter-spacing: normal; text-align:
start; text-indent: 0px;
text-transform: none; white-space:
normal; word-spacing: 0px;
-webkit-text-stroke-width: 0px;
text-decoration: none; word-wrap:
break-word; -webkit-nbsp-mode: space;
line-break: after-white-space;" class="">
<div dir="auto" style="caret-color:
rgb(0, 0, 0); color: rgb(0, 0, 0);
letter-spacing: normal; text-align:
start; text-indent: 0px;
text-transform: none; white-space:
normal; word-spacing: 0px;
-webkit-text-stroke-width: 0px;
text-decoration: none; word-wrap:
break-word; -webkit-nbsp-mode:
space; line-break:
after-white-space;" class="">
<div><br class="">
Kind regards,<br class="">
<br class="">
Ron<br class="">
<br class="">
--------------------------------</div>
<div><br class="">
</div>
<div>ADVANCED NOTICE </div>
<div>I will be away from my office
between<span class="Apple-converted-space"> </span><b class="">10 – 14 April 2023</b>.
Thanks.</div>
<div><br class="">
</div>
<div>--------------------------------------------<br class="">
Ronald McDonald<br class="">
Freelance Designer & Developer<br class="">
--------------------------------------------<br class="">
<a href="http://example.com" class="" moz-do-not-send="true">example.com</a><br class="">
<a class="moz-txt-link-abbreviated" href="mailto:[email protected]">[email protected]</a><br class="">
+44 (0)1234 567890<br class="">
<br class="">
<br class="">
<br class="">
EMAIL CONFIDENTIALITY NOTICE<br class="">
This message is private
and confidential. If you have
received this message in error,
please notify me and remove it
from your system.</div>
</div>
</div>
</div>
</div>
</div>
</div>
</div>
</div>
</div>
</div>
</div>
</div>
</div>
</div>
<br class="">
</div>
</div>
<pre class="moz-signature" cols="72">
Just want to add it's also not working for me either. Doesn't matter if I have @fwd or not.
Debug this: https://github.com/freescout-helpdesk/freescout/blob/dist/app/Console/Commands/FetchEmails.php#L614
You can use \Log::error('some info'); to write messages to Manage > Logs > App Logs
So did a few tests and so far plain text emails seem to be ok, but an HTML email didn't pick up the original_sender so I'm thinking the getOriginalSenderFromFwd() function needs tweaking.
Will do more testing.
@DavidAnderson684 are you able to see if a plain text email forward works for you vs an HTML email?
@freescout-helpdesk can we have this issue re-opened while we investigate further
You can share here the HTML part of the email where customer's email is mentioned.
@freescout-helpdesk commit a94f97e appears to have fixed the issue for me now. I'm happy for this to be closed for now until it rears it's head again 😝
Hi @freescout-helpdesk - I am running version 1.8.120 and the @fwd command does not work in my setup. Looking at the Email Commands module, this command isn't listed there - do I have to have this module installed? Neither plain text or HTML emails with the command in the message work. FS displays my name as the sender (Customer) instead of that of the original. @avenjamin does yours work now?
