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Emails to a shared mailbox does not add Sender details to a new request


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Is this a user who is registered on your system and using the same email that is associated to their name?

I believe you allow unregistered customers to raise requests from emails, if the customer is not registered then the system will have no details available to add to the Request.

If the customer is a registered user then you might want to raise a Support Request for this.

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