Forwarded Emails Not Showing Original Sender's Email Address

helpendehand

Hello,

We're experiencing an issue with how osTicket handles forwarded emails. When a user forwards an email from another sender into the ticketing system, the email address of the original sender is not captured or displayed. Instead, osTicket only shows the "From Name" of the original sender, without the actual email address.

This causes confusion, as we cannot easily identify or reply to the original sender directly from the ticket.

Could you please advise if there’s a configuration setting, plugin, or modification we can apply to ensure the full "From" information (i.e., name and email address) is preserved and displayed when emails are forwarded into the system?

We are integrated with OAuth2 Microsoft. Everything works, it is just this small detail that we need to get working.

Thank you

KevinTheJedi

helpendehand

That’s how email works.. when you forward you completely change the headers. See if the original user’s email stays in the Reply-To header of the forwarded mail. If so, then you can setup a filter that matches criteria (like Issue Summary > Contains > "FW") and set the rule to Use Reply-To so the Reply-To becomes the real user.

Other than that you’ll have to have your Agents manually update the ticket owner post-creation.

Again, this is simply how email works; when forwarding it basically generates a new email with new headers and attaches the original email to the content.

Cheers.

helpendehand

Thank you for your reply KevinTheJedi 🙂

I am talking about the "from" in the body text. When a user forward an email that was sent by someone else, then that "from text" that shows the original sender is striped and only show a name.

For example I want to see this (Like it work in other email clients):
From: original original@domain.com
Sent: Friday, 20 June 2025 12:20

But in OSticket is shows only like this:
From: original
Sent: Friday, 20 June 2025 12:20

Thank you

KevinTheJedi

helpendehand

Oh, that content gets stripped. We use a very strict HTML balancer/sanitizer that removes things between <> characters that are not valid HTML tags. There is no way to change this unless you modify the codebase. I wouldn’t really recommend it as you could potentially open yourself up to a multitude of attacks like XSS, etc.

Cheers.

ntozier

Forwarding emails to ticket system can be problematic.
To get around this I put the email directly into my ticket emails INBOX.
You may or may not be able to do the same thing.
We use Outlook and M365, so i have both mailboxes open in my Outlook so i can drag and drop.
In Outlook you can also setup Quick Steps, but i find it easier to just drag/drop.