Hi, Prafulla Kumar H.S. schrieb:
Hi,
Currently in our company, the customers are sending their request to an id that is “Helpdesk”. This id is used to receive other e-mails from external suppliers and to receive generic queries from customers also.
I have integrated this id with OTRS through POP3 feature and noticed that OTRS started creating tickets for each and every mail landing on “Helpdesk” id. Some times some of the mails may be just “Thank you” type of mails.
To avoid this, I thought of creating some id such as “HelpdeskTicketingSystem” or something like that and push only relevant mails from “Helpdesk” id to the above mentioned id. If this method is opted, then OTRS creates the tickets in the name of “Helpdesk” but not in the name of customers.
You forward the original mail, so the customerr within your OTRS is helpdesk as you mentioned. But you can also sent the mail "in the name of" with you mail-client. This is recognized by OTRS and the original sender becomes customer. Only very view mail clients support this feature - not OE or Outlook. To test this feature, use Thunderbird with the Extension "Mail Redirect".
At the moment, I am not in a position to throw open Web interface to customers as most of the calls are coming through telephone and only some calls which contain lot of details are coming through e-mails.
I am looking for help to overcome this situation.
Thanks and Regards, Prafulla Kumar
Bye, Alex