Hello all , I have a situation in which an agent is getting work emails to his private inbox and he would like to forward them on behalf of the customer to salesforce and to create new case. The problem is that if the customer forwarding the case to the support inbox which has a redirect rule that redirect emails to salesforce email2case address the new created case web address is the agent and not the original mail sender (the customer). This causing afterward an issue to set the contact on the case.
Any idea how we can get the original sender to show on the case and not the agent who did the forwrading on his behalf?
Same situation works perfect on desk.com.