Forwarded emails

It's common for customers to send emails to individual team members or to teams outside of support that then need to be sent to your support team to handle. When this happens, the default behavior would be for this ticket to show up under the team member or team email that forwarded the email rather than the originating customer.

However, if the teammate or team's email is from your domain, Atlas will automatically switch the customer on this ticket to the original customer if the customer exists in Atlas. If they don't exist in Atlas, a new customer will get created under the original customer's email address.