External contacts query

[Lee C]

Hi All

I have a query here about external contacts, i have a rule where a ticket gets logged from an email but its not populating the TO field in the email tab with the persons details who sent the email in so i have to always manually type the address in, if i do the below does anyone know if Hornbill will recognise the external contact whereby when clicking the email field in the ticket it auto populates the TO field with the external persons email address?

Would creating an external contact for the person who emails these in work?

[EWA]

You would have to have a contact record for that user.