Last Name shows as "Empty"

[bekre10]

If a customer sends a ticket and there is no last name, it simply shows the word "Empty". Means the customer shows as "John Empty". I would rather like to leave that field blank or if no other option, just use a dot. Where can I modify this?

[freescout-helpdesk]

We have not seen such behavior with conversations received by email. How do your customers send tickets?

[bekre10]

They send to our helpdesk email address (O365). FreeScout is connected to the O365 mailbox via API. Client uses O365 as well and sends via MS Outlook. See screenshots attached.

[gbissland]

FYI we are using Google Workspace and we get these empty last name contacts created as well. Received by email.

[freescout-helpdesk]

Can you attach source code of one of such emails.

[bekre10]

Happy to attach the source code but how do I get it in FreeScout?

[freescout-helpdesk]

Headers tab from:

[bekre10]

I had to remove information due to privacy. If you want unmodified source code please let me know how to send you a private message.

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[freescout-helpdesk]

FYI we are using Google Workspace and we get these empty last name contacts created as well. Received by email.

@gbissland Are you also using modern Microsoft Exchange authentication to fetch emails?

[gbissland]

@gbissland Are you also using modern Microsoft Exchange authentication to fetch emails? No, G Suite / IMAP

[freescout-helpdesk]

We can't reproduce the issue. We'll leave it as help wanted in case someone who can reproduce will be able to find a solution.

[freescout-helpdesk]

Does it still happen for you in the latest FreeScout?

[bekre10]

The last time it happened was on 9th December but since then we didn't receive any tickets from those customers where we used to see the issue. Give me a few more days and I am sure we will get tickets from them. I shall update here then. Thanks for following up anyway.

[bekre10]

Seems to work. Thank you very much.

[freescout-helpdesk]

Good to know.