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Home > Success Center > Web Help Desk (WHD) > Determine the to/from address in a ticket on your help desk?

Determine the to/from address in a ticket on your help desk?

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Created by Maciej Klasa, last modified by MindTouch on Jun 23, 2016

Views: 797 Votes: 0 Revisions: 4

Overview

This article describes how to determine the to/from email address in a ticket on your help desk.

Environment

WHD 12.x

Steps

You can check how the ticket is created (including email addresses) in the Ticket History:

 

  1. Go to Tickets, open the ticket in question.
  2. Scroll down to History.
  3. Click more to see all entries.

    Notes: 

    You can see envelope icon if ticket has been created from email.

    You can see the email address which has been used to create ticket here.

  4. Go to Setup > E-Mail  > Incoming Mail Accounts to trace exact headers of tickets created.
  5. Click the account name,
  6. Select the E-Mail History tab. You can narrow down the log to a specific period.
  7. If you click on the number of received emails, you will get a list of emails. From here you can go to specific emails and their headers.
Last modified
04:39, 23 Jun 2016

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