Forum Discussion
"Share to Outlook" to include Chat sender's name in "from" field
Hi lkeyes - What you're asking for cannot and should not be supported. That would let you send an email on behalf of someone else, even external from your org!
If I'm interpreting the scenario correctly, it sounds like you need that user's email address included in the content you send to the support alias, so they can then reach back out to the right person. One simple way to accomplish this would be to hover on the profile of the user, copy their email address, and include that in the body of the email you send.
Kyle Blevens Well,I agree in principal. The reason we'd change the email sender is that the the support desk software relies on the sender's address to correctly label and prioritize the support tickets that are created via email.
This would by no means be a publicly available function, but only for our support techs to be able to forward emails that they have received from our staff, which we are trying to encourage to send directly to the support queue.
Its an interesting "problem" that has come up with our implementation of TEAMS (for all of two weeks old now). Now, staff will start a chat with "their" trusted support tech rather than throw their questions into the common queue.
Per your suggestion of the cut and paste of the address, we're trying that that now.
And even if we couldn't do the sender's address fix up, it would be nice to have a button that they could push that would automate the sending... via a script or program that extract the chat contents and then send to the support desk queue email. --- L