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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