[FEATURE REQUEST] Automatically Add Email Collaborators to New Tickets

chinye0x

Hi osTicket Community and Developers,

Thank you for your continued work on this project. We have a feature request that we believe would help us with our workflow, especially for tickets generated from emails. Currently, when a new ticket is created from an incoming email, we often need to manually add other relevant email addresses as collaborators. This is a frequent step for us and can be time-consuming.

Our request is to consider adding an option to automatically add a predefined or specific email address as a collaborator when a new ticket is created via email. We noticed that other users also requested for such functionality on the forum as well.

Thank you for considering this.

KevinTheJedi

chinye0x

You can already accomplish this via Organizations. Add the needed people to the Organization, set automatic collaboration in the organization, and then when someone in that org creates a ticket it will automatically add the collabs.

Cheers.

chinye0x

Thank you for your response. I came across this functionality during my search but the tickets that are created on osTicket comes from an email address that we use for new customers that need support. The "Organization" method won't account for new customers who send most of the support emails we get. Can we achieve what we want using plugins? I don't think I have seen documentation for osTicket plugins.

KevinTheJedi

chinye0x

No, there are no plugins that do this. The Plugin Documentation we have is in the main documentation (check the left sidebar):

https://docs.osticket.com/en/latest/

Cheers.