Imagine you email us to delete your data; your legal right.
I've created departments, teams, filters and canned responses for six teams to process that request.
The ticket is created and assigned to a GDPR department and a GDPR team.
We all do our internal activities and use a canned response to copy and paste into internal note so that we can all see whats happened, nothing is forgotten, and its also logged,
Once done, we respond to you by replying to the ticket.
Sometimes, an Agent will just hit canned responses and reply. That means you will get an email with a bullet list!
what the team do is hit canned response, cut and paste into an internal note and then reassign the ticket to the next team, rinse and repeat.
its only at the end, team 6 will revert your email back to the correct one e.g. from the temporyily alterdd kevinthejedi_osticket.com@ourdomain[dot]com back to the correct kevinthejedi@noemail[dot]com so that the actual reply can be delivered to you.
