Hi, Currently in our company, the customers are sending their request to an id that is Helpdesk. This id is used to receive other e-mails from external suppliers and to receive generic queries from customers also.
I have integrated this id with OTRS through POP3 feature and noticed that OTRS started creating tickets for each and every mail landing on Helpdesk id. Some times some of the mails may be just Thank you type of mails. To avoid this, I thought of creating some id such as HelpdeskTicketingSystem or something like that and push only relevant mails from Helpdesk id to the above mentioned id. If this method is opted, then OTRS creates the tickets in the name of Helpdesk but not in the name of customers. At the moment, I am not in a position to throw open Web interface to customers as most of the calls are coming through telephone and only some calls which contain lot of details are coming through e-mails. I am looking for help to overcome this situation. Thanks and Regards, Prafulla Kumar _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/
