How is the requester's profile name defined when a ticket is created from a new user via email?
- If the header in the source contains the Reply-To: header field, then we'll get the name from that field. In the following example, Zendesk would set the user's name to Priscila Zendeskian.
Priscila Zendeskian <firstname.lastname@example.org>
- If the header just shows the email address, Zendesk would set the user as just the email prefix. In the following case, it would be priscilazen.
- If the Reply-To: field is not available, the system will look for the From: field.
See view the original email for more information on how to view the source header information in a ticket.