Brian Campbell

I also agree with Christian Clements, the "new" formatting of the replies and ticket layout in general did not need to be redesigned and has been received poorly by our team.

That is correct Nicole. We have custom fields for first name, last name, and email. 

Hello, we added in an external address and got everything validated and tickets are being created from emails sent to a specific address. I created a trigger to assign the ticket based on Received at and that works fine. We created some custom ticket fields and I was wondering if it were possible to inject at least the email address into this field automatically as part of a trigger. Any help at all would be great, thank you!