So do I. But to do that, you have to have some way of conveying the original address in a way that OTRS can understand it, and that's not possible in your configuration without supplying that information in another form than the RFC822 email headers. The postmaster filter approach outlined in another email is probably your only hope if you don't run your own mail server, but as you noted, that allows pretty much anyone on the planet to do it unless you build in some additional authentication in the postmaster script, which is not a trivial task. There are a lot of complex edge cases. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Francesco Pasqualini Sent: Thursday, January 10, 2013 10:23 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] open ticket forwarding mail Nowadays many people use gmail and gmail does not provides redeliver. I think the ability to open a ticket via mail forwarding is an interesting feature for OTRS.