Sometimes an internal user can forward a ticket that originally came from the customer, however that ticket is still assigned to the internal user. For example, a customer (Glenn from Ryder) emailed David a query and he forwarded it to us to log it:
Freshdesk will sync this with the company (in this case Ryder Architecture) with Pivotal overnight so all we have to do is mark this as closed. However if we do this, it will still be marked under David so any further emails will only alert David and not the original customer.
To adjust this, simply go the the last email that came in for this ticket (i.e. email from David) and you'll notice a button with 3 dots on the top right - click on that and then choose 'Edit':
A panel will appear on the right. The first option on the top will be Contact - simply change this to the original customer. If the user has emailed in the past, their details should already be in Freshdesk, therefore simply type in their name and the email address attached to their name should automatically appear to select:
Once you have selected the correct contact, Save the changes and the ticket should change to that contact now:
Now simply mark this ticket as closed and the the Update button as normal.