On 2012-02-16 01:33, ipguy wrote:

hi all

i have a particular requirement with regards to filtering that i need some help with

we currently have a helpdesk queue that grabs all email sent to "helpdesk@company.com mailto:helpdesk@company.com" and places it in the "helpdesk" queue, works well.

issue: we have agents that CC "helpdesk@company.com mailto:helpdesk@company.com" with replies to a customer if the email was originally received in there personal inbox, they do this to start the ticket tracking from OTRS

question: how do i get OTRS to place the new ticket in the agents queue so followup email are send to the agent ?

I think that this should be addressed in a procedural way. Either they ask the customer to send their original email to helpdesk@company.com or the agent uses the phone ticket feature to create a ticket in the system, using the customer's e-mail address as customer.