If a user had sent me a ticket-worthy request, I&#39;d forward the email to the ticket email with my code word in the body.<div>#customer customeremail@domain.tld<br><br></div><div>The postmaster filter gets it then the ticket gets created and assigned to the customer.</div>
<div><a href="http://wiki.otrs.org/index.php?title=Create_a_ticket_in_OTRS_from_any_webform_without_API_calls">http://wiki.otrs.org/index.php?title=Create_a_ticket_in_OTRS_from_any_webform_without_API_calls</a></div><div>
<br></div><div>Agents who would be assigned to the Queue in his &quot;My Queues&quot; and have the notification enabled gets a chance to grab the ticket, lock it, respond, close...</div><div><br></div><div><br><div class="gmail_quote">
On Fri, Oct 15, 2010 at 9:09 AM, Hugh Kelley <span dir="ltr">&lt;<a href="mailto:hugh.kelley@gmail.com">hugh.kelley@gmail.com</a>&gt;</span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">
I agree about that goal.<br>
<br>
However, at least in my organization, there are a few users who<br>
hesitate to use the support system at all - they just email agents<br>
directly. Then, as you well know, it is impossible for anyone else in<br>
the team to participate in the support.<br>
<br>
I thought this might be a way to encourage those users to do (from my<br>
perspective) the right thing.<br>
<font color="#888888"><br>
Hugh<br>
</font><div><div></div><div class="h5"><br></div></div></blockquote></div></div>