Create ticket via email + assign creator

JuVDC

Hey,
There is this functionality in Zendesk that allows agents to create tickets via email and make the creator of the ticket someone else by starting the email they send to the helpdesk address starting by #requester user@email.com

This will create the ticket as if it was submitted by user user@email.com.

Is there such functionality with OST?

KevinTheJedi

JuVDC

Nope, not unless you can change the Reply-To header and then create a ticket filter to always use Reply-To header as real user email whenever it matches whatever criteria you want. Otherwise we take the first From address as the User and any subsequent From addresses and CCs as collaborators.

We can take this as feedback for v2.0 however!

Cheers.

mpev

This sounds a lot like Spiceworks on-prem where you could put commands in a ticket response that would cause something to happen but the commands wouldn't show for the ticket users. Things like #close, #cc, #assign.

I miss #close, we had a canned response that put a comment in the ticket reply as well as the #close, and it was closed. We have a similar canned response in osT but will forget to take the additional step to change the dropdown to Closed.