Collaboration
Getting a ticket attributed to the right place
Correcting the submitter, organisation and tribe on a ticket, and why it matters for your reporting.
Last updated October 14, 2026
A ticket records who raised it and which organisation and tribe it came from. Tickets arriving by email often arrive with that wrong or missing — an unfamiliar address, a personal account, a forwarded message.
What can be corrected
| Field | Fix it when |
|---|---|
| Submitter | The ticket is attributed to the wrong person, or to an address rather than a known user. |
| Originating organisation | It arrived without one, or against the wrong one. |
| Originating tribe | You know which tribe it is really about. |
Changing the submitter can notify the new one, so they can follow the ticket they are now on.
Forwarding a customer's email into the queue
Customers sometimes email a member of your team directly instead of the support address. To turn that email into a ticket, forward it to your support address without typing anything above it. If you hold a role on your organisation (an organisation-level role, not only a role in a tribe), the ticket is opened for the person who wrote the original email, not for you: replies and the "ticket received" email go to them, and the ticket appears under their name. You are added to the ticket as a CC, so you receive a copy of the team's replies unless whoever replies turns the CC option off for that reply. If you are on the Support Team list, you are copied as a team member, and a reply you send by email counts as the team answering rather than as the customer. The Event Log tab records the ticket as Opened For Forwarded Sender and shows who forwarded it.
A greeting, a short sign-off such as "Thanks," and your email signature still count as forwarding without typing anything, and so does a pointer of a few words such as "FYI" or "See below". If you write a question or request above the forwarded email, even a short one such as "Please check", the ticket stays yours, because the request is then yours.
Why it is worth the ten seconds
- Support load per tribe is only meaningful if tickets are attributed.
- A ticket with no organisation is invisible in every per-organisation view.
- The person who actually raised it should be the one told when it is resolved.