Didn't here of something like that implemented specially for RT, however may be an external tool exist for that.
On Wed, Apr 29, 2009 at 1:00 PM, Nathan Ward <[email protected]> wrote: > Hi all, > > I have an RT set up that is being used for customers to raise support > issues in a small business. > > Training customers to email my support address (which is tied to RT) > is a bit of a nightmare, but I still want to get everything in there. > > If a customer emails me directly, I can hit the redirect button in my > mail client (Mail.app) and send the message to RT, with the "From:" > header intact, so RT knows which user to attribute it to (ie. not me, > the customer). > However, life would be easier for myself and others if I was able to > simply forward the email, instead of redirect - not every mail client > supports a redirect function. > > Does anyone have any code written to interpret mail messages that were > forwarded, and then push the original message in to RT as though it > was sent directly from a customer? > There is some fairly complex logic needed, ie.: > - How do we know a message should be interpreted as a forwarded > message, as opposed to a customer forwarding a message to the support > address once they have learned to do that directly? Do we need a new > mail alias, ie. rt-...@blah? > - How do we interpret the forwarded message, different mail clients > include the forwarded message and headers differently > > Highrise from 37signals seems to do this pretty well, so it can't be > impossible.. > > -- > Nathan Ward > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [email protected] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [email protected] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
