Within Teamwork Desk you can have tickets forwarded from your own website form such as one on a Wordpress site directly to your Desk inbox.

When doing this, the customer on the ticket will be set as the original sender of the email, which may be taken from the address the form is generated from (your websites), rather than an email address of the author of the body (your customer).

There are two steps to work around this:

  • Make sure that the email is forwarded to your Desk inbox from an email address of one of your agents. It may help to send the form to an agent and have a forwarding rule that sends them to your inbox automatically.
  • Set the sender header `X-Original-Sender` to the address of the customer in your form.
Note: If you are using third-party form builder, it might not be possible to change the sender header details, and some may do it automatically – please check with their support to find out.

If you only want to include your form on some pages on your Wordpress site, you can find more information on this here.

For more information, see: Third Party Forwarding