RE: [otrs] Follow up without changing email address

This would be a nice feature if several OTRS systems could work together. If this works, this gives us an argument that our partners which provide services to us, will install OTRS too....

We use the forward facility to send tickets to ppl outside our organization. We would like that every time these external entities contact us regarding a ticket, that they would simply reply to our email, allowing us to "automagically" attach that info to OTRS. That is what otrs does, but with a little "add-on" that really upsets us: "it changes the customer email to the From: from the last received email.

Hans Bakker, OTRS ondersteuning in het Nederlands. http://otrs.nl