How do I achieve this? I would think it's a pretty typical use-case which agent's would like to have covered somehow.

Basically, let's say someone sends me a personal email and I want to redirect them to support. Easiest for me is to just forward the message to the support email address. And it works, except it creates a ticket for me, not for the person who sent me the email that I forwarded.

I see that in filters there's an action to use the Reply-To email header. That would be good, but unfortunately the email client that I use doesn't support setting the Reply-To header.

An alternative solution, which would do it for me at least, would be if there was some way to alert when the owner of a ticket changes. Currently, if you change the owner of a ticket, no one really gets notified about the change. The new owner doesn't receive an email saying that they've been "given" a ticket, for example.

  • KevinTheJedi and nminaker replied to this.

  • DanielGiljam

    Yea there is no way to accomplish that from a forwarded email unless the Reply-To header is used. When you forward an email it composes a new email with the content of the forwarded email email within the body. So the headers are completely different and typically does not include the original sender. When processing an email that is not related to an existing Ticket (ie. when creating a new Ticket) we set the Ticket Owner to the From email (or Reply-To if a filter is triggered with such action set) as that’s who sent the email.

    We do not send alerts on Ticket Owner change but you can always request new Features on our GitHub.

    I would say the best course of action would be to have your Agents trained to instead reply with a message like “We do not respond to emails sent directly to personal email addresses. Please send all support related inquiries to [insert system email]”. That way the user can simply resend their email to the designated support address. That will better train your Users instead of them constantly emailing your Agents directly; they will start to follow your support protocol.

    Cheers.

      DanielGiljam

      Yea there is no way to accomplish that from a forwarded email unless the Reply-To header is used. When you forward an email it composes a new email with the content of the forwarded email email within the body. So the headers are completely different and typically does not include the original sender. When processing an email that is not related to an existing Ticket (ie. when creating a new Ticket) we set the Ticket Owner to the From email (or Reply-To if a filter is triggered with such action set) as that’s who sent the email.

      We do not send alerts on Ticket Owner change but you can always request new Features on our GitHub.

      I would say the best course of action would be to have your Agents trained to instead reply with a message like “We do not respond to emails sent directly to personal email addresses. Please send all support related inquiries to [insert system email]”. That way the user can simply resend their email to the designated support address. That will better train your Users instead of them constantly emailing your Agents directly; they will start to follow your support protocol.

      Cheers.

        6 months later

        DanielGiljam
        There is this plugin to do exactly what you're looking for, however it doesn't look like it's been updated in years, so I'd guess it wouldn't work unless you've got some coding skills and are willing to update it.
        github[dot]com/clonemeagain/plugin-fwd-rewriter

        [Link modified by Admin: don't advertise mods]

          Write a Reply...