I think I found it or at least one of them. http://www.osticket.com/forum/discussion/comment/92781/#Comment_92781Since piping won't be an option as my imap mailbox that I am using for tickets is load balanced. So a single IP isn't an option
However there is promise. I will update the templates accordingly. I have a question regarding the filters. I want to automatically assign the task to the field tech that responds. Which rules matching criteria would you suggest or even a custom form so that...
agent responds capture the email address - auto-assign the ticket.
I am presuming that user/email address is for the client not the agent. is that correct?