If a user had sent me a ticket-worthy request, I'd forward the email to the ticket email with my code word in the body. #customer [email protected]
The postmaster filter gets it then the ticket gets created and assigned to the customer. http://wiki.otrs.org/index.php?title=Create_a_ticket_in_OTRS_from_any_webform_without_API_calls Agents who would be assigned to the Queue in his "My Queues" and have the notification enabled gets a chance to grab the ticket, lock it, respond, close... On Fri, Oct 15, 2010 at 9:09 AM, Hugh Kelley <[email protected]> wrote: > I agree about that goal. > > However, at least in my organization, there are a few users who > hesitate to use the support system at all - they just email agents > directly. Then, as you well know, it is impossible for anyone else in > the team to participate in the support. > > I thought this might be a way to encourage those users to do (from my > perspective) the right thing. > > Hugh > >
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