Re: [otrs] Create a ticket by Fowarding an email

Ralph Mason wrote:

We have recently set up otrs and would like to be able to forward an incoming email to create a ticked for the original sender of the email.

Example, customer sends an email to 'Jim' - Jim decides that this is a support request and forward the email to a given address. OTRS sees that the email is forwarded from an internal address and creates the ticket as if customer 1 had sent the email directly to the support address.

Is there any way to set up this functionality?

Yes, though I wouldn't use e-mail. Just create a separate support queue en let the agent move the ticket into the appropriate queue. Nils.