Hi Matthew;
I think this is default behaviour (unless I misunderstood your
question), as soon as the ticket is created and your customer replies to
the auto-responder, RT will understand this correspondence belongs to an
existing RT ticket based on the subject line (your rt #ticket number)
.... if you are concerned about the from address I think (I did n't try
it) you can set the Reply Address on both your queue to
[EMAIL PROTECTED]
Regards;
Roy
Mathew Snyder wrote:
I searched through the archives but didn't see anything that may have pertained
to this.
I have two queues: CustomerCare and CCEng (CustomerCare for Engineering). Is it
possible to have one email address for both of these queues so that if a ticket
is moved from one queue to the other it can still be handled using a single
email address?
To clarify, suppose I have a ticket. It is sent in from the customer to
[EMAIL PROTECTED] This places it in the CustomerCare queue. It then
gets moved to CCEng as it is an engineering related request. After moving it to
the CCEng queue, the customer sends in a comment on it via
[EMAIL PROTECTED] and it reaches the ticket in CCEng.
Possible or no?
Thanks,
Mathew
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