Hi,
For the CustomerUser information we use our LDAP server.
We have the following problem:
When the helpdesk is unable to solve a ticket, we sometimes forward the
mail to an external expert. That seems to work fine, but we have a problem
replying to the expert if we need more info from this expert:
What we do:
We zoom in on the ticket, select the "customer (email-external)" to go to
the mail sent by the expert.
We use "compose an answer". Doing this, The To:address is changed to the
customer who initially sent the mail. And we get a message at the top
saying:
To: (expert-adres) replaced with database email!
We don't want this, since we're trying to contact the expert.
How can we make sure this address is not replaced, but kept. The mail
itself mentiones the first name of the expert if we use the