OCCURRENCE: Once in a while
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OBSERVATION: These are messages that were forwarded from a different email box into Freshdesk. First check to make sure that the "Contact" is the contact from the forwarded message and not the recipient of the original message.
You are also looking to make sure that the subject line is transferred over correctly with just the "Fwd: " in front of it. Also note the date and time of the original email and the current time for this ticket.
ACTION: If the subject line is correct, use the "edit" button to remove the "Fwd" tag. If the date and time of the original email is within an hour of the original, that is fine. If not, leave the "Date" line from the forwarded email. If the contact is properly assigned, then remove the "Forwarded Message" details with the date exception as noted. View ticket 8479 for example.
SOURCE: CruGlobal, MYLC, EMDC.