Wrong reporter 'via' gmail

Question

Hi!

Our project generates issues from a gmail address related to a distribution list we have with our members of the team.

Problem is when some of our customers (in red) send an email to us then gmail puts 'via' from our distribution list mail (in green). So when the new issue is created in our queue the reporter is not the customer's email in red, but our distribution list email in green.

I don't know what I can do to avoid this and get instead the correct customer's email in red as a reporter.

Because another problem is if I manually change the reporter to the customer's email, then if the customer replies via mail instead of getting a new comment in the issue it generates a new issue with "Re: " at the beginning of the summary and with the wrong reporter email (again, our distribution list email in green).

Hope you can help me out :)

Thanks in advance!

ext_jepodola · Answer

Hi @edwin vasquez ,

Any thoughts?

Thanks!

ext_jepodola · Answer

Hi @edwin vasquez ,

Unfortunately no. Attention to customers has been chosen to be managed with a distribution list by our company and we are not even able to make any changes ourselves. For example, if we want to add a new team member to the distribution list group we cannot do this from gmail, we have to raise a ticket to IT so they can add it.

edwin vasquez_f9df79 · Answer

Hello @ext_jepodola ,

Can you use a shared mailbox instead of a group?