I'm deploying Support Cases for internal help desk tickets. Most of our employees will prefer sending an email rather than filling out the form. I have the email set up and it's forwarding fine and the support case is created. However, it doesn't recognize that the email is coming from an employee. It grabs their Email in the correct field, but it assigns the anonymous customer as the employee name. Is there any way to make it recognize that the email address is assigned to an active employee in the system and properly assign the employee name field?

We do this and it works. We created a separate case profile and use email case capture. In our account, it does work and assign the correct employee most of the time. Are your employees in the same subsidiary as the case?

We also use this & have the email come through as well as the anonymous customer - however the rep picking up the case just edits the case to pull in the employee record in the name field where it populates the anonymous customer.