the customer email is showing up as the main support email (itsupport@*****). why is the service desk not recording the emails linked to the message that is sent. why is it being replaced with the "itsupport@****". it seem the service desk is not registering the customer's email. how do we resolve this?
We are not currently using the Remote Support service, just the Service Desk. We originally had it re-directing through an e-mail of ours using a BCC copy rule. It was suggested by the support team (yours) to change it to forward or re-direct, which we have. It seemed to work, but now it's back to it again.
It seems to be pretty intermittent. There are times, with the same address, it will work fine, and then there are times when our e-mail takes over as the customer.