Email to create ticket on behalf of the user

tgchen

Hi,

Is there a way to create a ticket on behalf of the original email from the user instead of me.

E.X.

User send me email and I want to create a ticket base on that email but I want to the user will be that end user not staff.

Thank you

ntozier

Yes. Don't log in as a staff and enter the ticket that way.

daytonaguy

Support by Forwarded e-mail

Yes. Don't log in as a staff and enter the ticket that way.

Thank you for answering our questions.

Is there a way to receive an e-mail from a person and FORWARD their e-mail into the ticket system and have it parse out the original person's e-mail address, notify them of the ticket, etc?

This would be very helpful to be able to forward errant e-mails sent to the wrong places and get them into the ticketing system without manually logging in and creating a new ticket - if there's a way for the system to recognize the original sender's e-mail address and add them as the ticket originator.

Thank you!

Jemson

Thank you for answering our questions.
Is there a way to receive an e-mail from a person and FORWARD their e-mail into the ticket system and have it parse out the original person's e-mail address, notify them of the ticket, etc?
This would be very helpful to be able to forward errant e-mails sent to the wrong places and get them into the ticketing system without manually logging in and creating a new ticket - if there's a way for the system to recognize the original sender's e-mail address and add them as the ticket originator.
Thank you

I second this request!

I was searching for an answer to this exactly when I found this post.

The issue in my case being a customer may email me directly for assistance which I receive on my smart phone while away from the office for a few days.

I would like to forward this email to the OsTicket queue for someone else to deal with and have the customer set as the requester.

For obvious reasons I don't want to be trying to copy the email into a web ticket on my smart phone...

The only thing I could come up with so far as a work around is to create a separate queue that would identify to staff that the email was forwarded from a team member and needs to be manually created in the correct queue.