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Often times an agent will receive an email from a customer and wants to be able to easily create a ticket on their behalf. If they forward the email to SmarterTrack then the ticket is opened as the agent (not the customer). Is there a way to send the email but have it open the ticket for the customer?
They can always open SmarterTrack and manually create a new ticket but that is a lot slower than just being able to forward an email.