When forwarding an email from a systemuser or an employee to a dedicated service email address it would be beneficial to have the possibility to get the initial email address and not the one of the forwarder.

It would be great to have a setting therefore in place.

Therefore in the Incoming Mail the Customers Mail Contact/Account would be populated in the from field of the Email.

Scenario:

Customer writes an email to an employee because he knows his email address. The employee is not working proactive on cases or maybe even does not have Dynamics access. The employee should be able to forward the customers email to the dicated support mail address. Within the e-mail Settings for the queue it should be possible to set the option to get previous mailsender. The Options of creating a case or opportunity out of the incoming mail would be great.

you can then use the convert to case/opportunity or via Automatic record creation and update rule the correct customers Mailaddress.