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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: 8 Votes: 0 Revisions: 4


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


WHD 12.x


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.


    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