Hi there,First, I want to say a huge thank you. osTicket is an incredible product that has exceeded and continues to exceed our expectations. Our customers love using it and have asked us to install it for them to use to track their customer support issues. Amazing, amazing product that I cannot speak highly enough about.I have a suggestion when it comes to submitting tickets via email.In my current setup, my osTicket server checks a mailbox () on my Exchange server via IMAP around once every 2-3 minutes. I honestly don't remember what I have the setting set to, but it works.Customers email us issues and those issues are converted to tickets. And using Ticket Filters on the back end, their tickets are auto-assigned to a department and team based on the domain the email came from. Once again, osTicket is light years ahead of many paid solutions I have bought on behalf of customers in the past. I'd name names, but I'm trying to be kind this month. :-)The issue is that customers are in the habit of emailing tickets to a specific person (@), not to the Help Desk (helpdesk@). To some extent this is natural. People like to talk to people, not helpdesk bots. And as much as we try to retrain them to send their requests to or visit the AWESOME ticket entry page.... they still email individuals. A lot. A whole, crazy lot.So, to start we tried just forwarding their email from the inbox of @ to helpdesk@. When you do this, osTicket creates the request, but does it in the name of the agent who forwarded the message. The Ticket Filter comes along and puts it in the internal department for the company and assigns it to the internal support team for the company, which ends up being the senior systems engineers.... who then all get emails that say "My mouse is broken" or something similar.Laboriously, the agent then logs in to osTicket, changes the user to reflect the end user's information, changes the department to reflect the customer's department, and assigns the ticket to the customer's support team. And at every step along the way, they are having to add internal notes.""""""To get around this, I ended up giving all users full permissions to the mailbox at  and telling them to right-click the message, select "Move -> Copy To..." and select the inbox for helpdesk@. If they simply move the message, they lose the original message from their mailbox, and some of them don't like that. This is a decent workaround but clutters up the folder list in Outlook on the left and can't be done from the field using Outlook Web Access, which is a problem.So, my suggestion is this:Can the email fetcher/parser function be modified to look and see if the following conditions are met:IF:The email address in the "From" field belongs to a registered agent, andThe subject line begins with "FW: "THEN:Don't parse the information from the header, and instead parse the information from the top 6 (or whatever) lines of the forwarded message that contains the Date/Time, From, and Subject lines.Remove those lines so the body is clean in the ticket.Is this do-able?

To be honest, I have not read your post (have no time right now), but we solved the issue of personal emails that should be forwarded to the ticket system, by adding the ticket inbox in outlook, so you can move/copy/etc. the emails from the personal to the ticket inbox and everything is fine then ;)Don't know if that is possible in your company/environment, but if so, that's the easiest solution probably ;)

Hi Chefkeks,Yep, that's what we're doing now. But at some point it gets a little unmanageable to have to set up 2 (OK, so maybe more like 5) accounts in each person's outlook.The larger problem is actually OWA. Techs and Engineers in the field have a hard time gracefully moving an email from their inbox to the helpdesk inbox via OWA.

Since you're using Exchange... you also using Outlook?Because @[deleted] came up with a brilliant solution in this thread that you might want to take a look at:http://www.forum.osticket.com/d/discussion//create-a-ticket-by-forwarding-email#latestBut if people are using OWA a lot, then this might not be a solution for you.Either way thank you for the suggestion(s) and feedback!

Ok, finally had the time now to read the full post as well as your response above.With Outlook itself it's pretty easy, but with OWA it's a bit more difficult and I don't have a solution for this either. So my suggestions following... bascially throwing in some thoughts on this:A) Set up a browser based web app system where your techs and engineers can access a remote server or just outlook (not the web app, the full outlook) via the web browser after some authentication mechanism. Sure that's maybe an overkill solution but it should be possible and it's maybe easier as B) (see below)B) Modify the osTicket source code to filter message as you stated above. This requires knowledge of php etc. as well as the osTicket source code or a developer willing to do this. Unfortunately this solution will be a temporary one since you need to make sure the changes you then took are applied every time a new osTicket version is released.C) Maybe an external script solution is possible... Dont' know if this is possible, but I'm thinking of e.g. an internal mail server that can manipulate emails (evil, I know) so that the original sender and not the agent is the ticket owner.My personally "best" solution is to write an osTicket plugin for this, but a) the osTicket plugin system is still under development and b) I personally have not the knowledge to do so.Hope some of my suggestions are bringing you new inspirations since I guess the best way currently is to solve this outside osTicket, so that the mails in the osTicket inbox always have the correct sender info.Cheers,Michael

5 days later

We have had success in forwarding messages into the ticket system by setting the Reply-To address as the original users email address, and setting all our ticket filters to use the Reply-To address if available. We have a dozen emails feeding into the ticket system and didn't want to have to add each of them to everyone's Outlook either to drag and drop.Unfortunately I have not been able to find where you can set the Reply-To address in OWA.

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