If a user had sent me a ticket-worthy request, I'd forward the email to the
ticket email with my code word in the body.
#customer customeremail@domain.tld
The postmaster filter gets it then the ticket gets created and assigned to
the customer.
http://wiki.otrs.org/index.php?title=Create_a_ticket_in_OTRS_from_any_webfor...
Agents who would be assigned to the Queue in his "My Queues" and have the
notification enabled gets a chance to grab the ticket, lock it, respond,
close...
On Fri, Oct 15, 2010 at 9:09 AM, Hugh Kelley
I agree about that goal.
However, at least in my organization, there are a few users who hesitate to use the support system at all - they just email agents directly. Then, as you well know, it is impossible for anyone else in the team to participate in the support.
I thought this might be a way to encourage those users to do (from my perspective) the right thing.
Hugh