Creating a ticket from an email I forwarded manually

<!DOCTYPE HTML> <html> <head> <meta http-equiv="X-UA-Compatible" content="IE=edge" /> <meta http-equiv="Content-Type" content="text/html; charset=utf-8" /> <link rel="canonical" href="https://support.helprace.com/i549-creating-a-ticket-from-an-email-i-forwarded-manually" /> <title>Creating a ticket from an email I forwarded manually | Helprace Support</title> <meta property="fb:app_id" content="165951040268379" > <meta property="og:title" content="Creating a ticket from an email I forwarded manually" > <meta property="og:description" content="We're forwarding tickets to our Helprace account automatically. It's been setup by following these instructions聽Adding聽mailboxes聽and聽setting聽up聽email聽forwarding. All is well with that. Though occasionally our customer may send a support request to my personal email. I wish to forward such an email to our Helprace address and see it converted to a ticket with a proper requester being set." > <meta property="og:url" content="https://support.helprace.com/i549-creating-a-ticket-from-an-email-i-forwarded-manually" > <meta property="og:type" content="website" > <meta property="og:image" content="//s3.amazonaws.com/chd-data/data/support/../../defaults/logo.svg" > <script src="//cdn.helprace.com/js/dist/libs/sentry-20241119-0207-320-44346e629b.js" crossorigin="anonymous"></script> <script> if (window.Sentry) { window.Sentry.init({ dsn: 'https://9e7be488a19247058f8b0556071ca2c8@sentry.io/5169410', release: 'helprace@' + "320", whitelistUrls: [ window.location.hostname, // alias page /helprace\.com/ // page and cdn ], ignoreErrors: [ /SecurityError\: Blocked a frame with origin/, // Bug in auto-fill library of browser 'GUI is not defined', // tmp, po file not loaded, fix later 'Application is not defined', // tmp, po file not loaded, fix later 'null' // no 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<section class="content-block"> <header class="content-block__header dialog__ttl"> <h3 id="share-via-email-dialog-caption">Share by Email</h3> <a class="btn btn_simple dialog__close" tabindex="3" id="share-via-email-dialog_close-btn"> <i class="btn__icon dialog-close"> </i> </a> </header>  <form id="share-via-email-form" method="post" action=""> <div id="share-via-email-dialog-form"> <div class="dialog__data"> <div class="dialog__item"> <label class="forms2__label" style="display: inline;">From </label><label id="share-via-email-user-data" class="forms2__label" style="display: inline;"></label> </div> <div class="dialog__item"> <label for="share-via-email-dialog_recipient" class="forms__label_wide">Emails</label> <input tabindex="1" id="share-via-email-dialog_recipient" type="comment" class="text-field text-field_header_small text-field_size_wide" /> </div> <div class="dialog__item"> <label for="share-via-email-dialog_subject" class="forms__label_wide">Subject</label> <input tabindex="1" id="share-via-email-dialog_subject" type="comment" class="text-field text-field_header_small text-field_size_wide" value="Creating a ticket from an email I forwarded manually" /> </div> <div class="dialog__item"> <label for="share-via-email-dialog_message" class="forms__label_wide">Message</label> <textarea tabindex="1" id="share-via-email-dialog_message" type="comment" class="textarea textarea_size_wide" cols="40" rows="3"></textarea> </div> <div class="dialog__item"> <h2>Creating a ticket from an email I forwarded manually</h2> <p>We're forwarding tickets to our Helprace account automatically. It's been setup by following these instructions Adding mailboxes and setting up email forwarding. All is well with that. Though occasionally our customer may send a support request to my…</p> </div> </div> <footer class="content-block__footer normal-buttons"> <div class="btns-list"> <button tabindex="1" class="btn btn-blue"> <span class="btn__label">Send</span> </button> <a tabindex="1" class="btn btn_simple" id="share-via-email-dialog_cancel-btn" href="#" onclick="return false;"> <span class="btn__label">Cancel</span> </a> </div> </footer> </div> </form>  </section> </div>  <article class="content-block layout__list" id="item_container"> <div class="content-block__data"> <div class="topic"> <div class="topic__data"> <header class="topic__header"> <div class="topic__controls"> <div class="vote_block" id="item_support_549"> <a data-href="/vote-item/i549-creating-a-ticket-from-an-email-i-forwarded-manually/1" onClick="return false;" rel="nofollow" class="btn" id="vote_action_549"> <span class="btn__label">8</span> <i class="btn__icon fa fa-thumbs-up"></i> </a>  <div class="layer" id="popup-hover_support_549" style="position:absolute; display:none;"> <i class="layer__arrowSpace"></i> <div class="layer__item"> <span class="vote_positive">8</span> people support this </div> </div> </div> </div> <h1><i class="topic__icon icon fa fa_icon_ideas fa_color_active fa_20"></i>Creating a ticket from an email I forwarded manually</h1> </header> <div class="topic__item topic__item_text"><p>We're forwarding tickets to our Helprace account automatically. It's been setup by following these instructions聽<a href="https://support.helprace.com/i79-adding-mailboxes-and-setting-up-email-forwarding">Adding聽mailboxes聽and聽setting聽up聽email聽forwarding</a>. All is well with that.</p> <p>Though occasionally our customer may send a support request to my personal email. I wish to forward such an email to our Helprace address and see it converted to a ticket with a proper requester being set.</p></div> <div class="topic__item topic__item_hasSidebar topic__item_hasSidebar_vCenter"> <div class="user-info"> <a href="/u7298-megan-neal" class="avatar" showProfileLayer="299195" > <img src="https://s3.amazonaws.com/chd-data/avatars/90f230f18caba05047a35849e151da485a69ace1c6023.png" width="40px" height="40px" onerror="onAvatarError(this)"> </a> <div class="user-info__data user-info__data_simple"> <a class="user-info__name" href="/u7298-megan-neal" showProfileLayer="299195">Megan Neal</a> <div class="user-info__info"> <div class="user-info__item"> Posted <time class='pseudo-link g-date' scheme='default' datetime='2017-12-13T11:29:03+00:00'></time> </div> </div> </div> </div> <div class="topic__item__sidebar"> <span class="btn btn_simple" id="share_action"> <i class="btn__icon fa fa-share-alt"></i> </span> <div class="layer selected" id="share_action_hint" style="display:none;"> <span class="social-buttons"> <a class="social-buttons__item fab fa-facebook-f" id="facebook-button" href="#" target="_blank"></a> <a class="social-buttons__item fab fa-twitter" id="twitter-button" href="#" target="_blank"></a> <a class="social-buttons__item fab fa-linkedin-in" id="linkedin-button" href="#" target="_blank"></a> <a class="social-buttons__item fa fa-envelope" id="share-via-email-button" title="Share by Email" href="/share-item-via-email/i549-creating-a-ticket-from-an-email-i-forwarded-manually" onclick="return false;"></a> </span> </div> <a class="btn btn_simple btn_follow" id="view_item_follow" data-href="/add-subscription/i549-creating-a-ticket-from-an-email-i-forwarded-manually" onClick="return false;" title="Follow this and subscribe to email notifications"> <i class="btn__icon fa fa-flag"></i> <span class="btn__label">Follow</span> </a> </div> </div> </div> </div> </div>  </article>  <section class="content-block layout__list" id="comments_section"> <header class="content-block__header content-block__header_hasNav"> <div class="content-block__header-main"> <h3>3 replies</h3> </div> <div class="content-block__header-info"> <div class="btns-list"> <a class="btn btn_pill_underline " href="/i549-creating-a-ticket-from-an-email-i-forwarded-manually/1/votes" title="Replies with the most votes first"> <span class="btn__label">Votes</span> </a> <a class="btn btn_pill_underline " href="/i549-creating-a-ticket-from-an-email-i-forwarded-manually/1/newest" title="New replies first"> <span class="btn__label">Newest</span> </a> <a class="btn btn_pill_underline selected" href="/i549-creating-a-ticket-from-an-email-i-forwarded-manually/1/oldest" title="Replies in the order they were provided"> <span class="btn__label">Oldest</span> </a> </div> </div> </header> <div class="content-block__data"> <div class="replies" id="comments_container"> <div id="comment-40702" class="replies__item btn_super-hover"> <div id="item_comment_block_40702" class="btn_super-hover"> <a id="avatar_comment_40702" href="/u8073-openside" class="avatar avatar_mid" showProfileLayer="331526" > <img src="https://s3.amazonaws.com/chd-data/avatars/78cf31bb2a22a9eabc593e1d7f7d913b5b4a88b36016b.png" width="50px" height="50px" onerror="onAvatarError(this)"> </a> <div class="replies__data" id="comments__content_40702"> <div class="replies__top"> <div class="replies__controls"> <div class="vote_block" id="comment_simple_40702"> <a data-href="/vote-comment/40702/Positive" onClick="return false;" rel="nofollow" class="btn btn_simple btn_simple_highlight btn_super-hover-item js_comment_vote_star" id="vote_comment_link_40702"> <span class="btn__label">1</span> <i class="btn__icon fa fa-thumbs-up"></i> </a>  <div class="layer layer_profile" id="popup-hover_simple_40702" style="position:absolute; display:none;"> <div class="layer__item"> <span class="vote_positive">1</span> person likes this </div> </div> </div> </div> <div class="user-info__data"> <a class="user-info__name" href="/u8073-openside" showProfileLayer="331526"> Openside </a> <span class="text_pale">·</span> <time class="pseudo-link g-date" scheme="default" datetime="2018-11-05T16:22:16+00:00"></time> </div> </div> <div class="replies__text" id="comment_content_40702"><p>I too would like to see this.</p></div> <div class="replies__buttons"> <a class="btn btn_simple" id="show_add_comment_form_40702" href="" onclick="return false;"> <i class="btn__icon fa fa-comment"></i> <span class="btn__label">Comment</span> </a> <span class="menu-items" style="display: none;"> </span> </div> </div> </div> </div> <div id="comment-41624" class="replies__item btn_super-hover"> <div id="item_comment_block_41624" class="btn_super-hover"> <a id="avatar_comment_41624" href="/u8420-petr-p%C5%99idal" class="avatar avatar_mid" showProfileLayer="348239" > <img src="https://s3.amazonaws.com/chd-data/avatars/73e2c0b133aa1b4ccc31f821953c275e5bbea0c27d556.jpeg" width="50px" height="50px" onerror="onAvatarError(this)"> </a> <div class="replies__data" id="comments__content_41624"> <div class="replies__top"> <div class="replies__controls"> <div class="vote_block" id="comment_simple_41624"> <a data-href="/vote-comment/41624/Positive" onClick="return false;" rel="nofollow" class="btn btn_simple btn_simple_highlight btn_super-hover-item js_comment_vote_star" id="vote_comment_link_41624"> <span class="btn__label">1</span> <i class="btn__icon fa fa-thumbs-up"></i> </a>  <div class="layer layer_profile" id="popup-hover_simple_41624" style="position:absolute; display:none;"> <div class="layer__item"> <span class="vote_positive">1</span> person likes this </div> </div> </div> </div> <div class="user-info__data"> <a class="user-info__name" href="/u8420-petr-p%C5%99idal" showProfileLayer="348239"> Petr P艡idal </a> <span class="text_pale">·</span> <time class="pseudo-link g-date" scheme="default" datetime="2018-11-21T23:06:15+00:00"></time> </div> </div> <div class="replies__text" id="comment_content_41624"><p>+1</p></div> <div class="replies__buttons"> <a class="btn btn_simple" id="show_add_comment_form_41624" href="" onclick="return false;"> <i class="btn__icon fa fa-comment"></i> <span class="btn__label">Comment</span> </a> <span class="menu-items" style="display: none;"> </span> </div> </div> </div> </div> <div id="comment-41686" class="replies__item btn_super-hover"> <div id="item_comment_block_41686" class="btn_super-hover"> <a id="avatar_comment_41686" href="/u8585-martin-elias" class="avatar avatar_mid" showProfileLayer="356509" > <div style="width: 50px; height: 50px; font-size: 50px; line-height: 50px; display: inline-block; border-radius:50%; color: #FFF; background-color: #FFF;"> <span style="background-color: #6E064D; width: 100%; height: 100%; display: block; border-radius:50%; opacity: 0.5; text-align: center; font-size: 0.4em;"> ME </span> </div> </a> <div class="replies__data" id="comments__content_41686"> <div class="replies__top"> <div class="replies__controls"> <div class="vote_block" id="comment_simple_41686"> <a data-href="/vote-comment/41686/Positive" onClick="return false;" rel="nofollow" class="btn btn_simple btn_simple_highlight btn_super-hover-item js_comment_vote_star" id="vote_comment_link_41686"> <span class="btn__label">0</span> <i class="btn__icon fa fa-thumbs-up"></i> </a>  </div> </div> <div class="user-info__data"> <a class="user-info__name" href="/u8585-martin-elias" showProfileLayer="356509"> Martin Elias </a> <span class="text_pale">·</span> <time class="pseudo-link g-date" scheme="default" datetime="2018-11-22T17:12:48+00:00"></time> </div> </div> <div class="replies__text" id="comment_content_41686"><p>+1</p></div> <div class="replies__buttons"> <a class="btn btn_simple" id="show_add_comment_form_41686" href="" onclick="return false;"> <i class="btn__icon fa fa-comment"></i> <span class="btn__label">Comment</span> </a> <span class="menu-items" style="display: none;"> 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