Hi Melissa, OTRS will NOT create a new ticket if the user reply to this email. In fact, OTRS will create a follow-up article, attached to the initial ticket. OTRS creates new ticket when users send email with no TicketID in the email subject. Regards, Gilles. Melissa a écrit :
Hello girls, guys, I have little question. In my OTRS domain only agents have access to OTRS.(No users) When I forwarded a ticket to the user, can I change the sender address for another one? (A particular queue for example). The reason is because if the user send a reply to our OTRS address, OTRS will create a new ticket. Thanks in advance Melissa ------------------------------------------------------------------------
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