Ralph Mason wrote:
We have recently set up otrs and would like to be able to forward
an incoming email to create a ticked for the original sender of the
email.
Example, customer sends an email to 'Jim' - Jim decides that this
is a support request and forward the email to a given address.
OTRS sees that the email is forwarded from an internal address and
creates the ticket as if customer 1 had sent the email directly to
the support address.
Is there any way to set up this functionality?
Yes, though I wouldn't use e-mail. Just create a separate support
queue en let the agent move the ticket into the appropriate queue.
Nils.
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