hi all

i have a particular requirement with regards to filtering that i need some help with

we currently have a helpdesk queue that grabs all email sent to "helpdesk@company.com" and places it in the "helpdesk" queue, works well.

issue:

we have agents that CC "helpdesk@company.com" with replies to a customer if the email was originally received in there personal inbox, they do this to start the ticket tracking from OTRS

question:

how do i get OTRS to place the new ticket in the agents queue so followup email are send to the agent ?