One Email multiple department set up

ttaka

Is it possible to use a single email address for multiple websites that has contact forms?The catch is that despite being a single email address, OsTicket must be able to tell which website the inquiry is coming from and assign the ticket to the corresponding Department to alert to correct agents.Can this be done or is there a way to implement this set up?

ntozier

Sure. As long as you have something that identifies the email you can use Ticket Filters to assign the proper department, help topic, etc.

ttaka

thank you.will give try out the ticket filter and share results

ttaka

I am using a plugin called "contact form 7" in wordpress to send the customers inquiry via email to our OsTicket system. This server does not have an email server and is using an web api from "Send Grid" to send emails to our gmail account.Osticket will fetch every 5 minutes and generate a ticket.I would like to have OsTicket set up so all emails from this website will be transferred to a certain department upon retrieval.I am trying out the "Ticket Filter" but have not yet found a solution.I tried the "Email Meta Data" TO & Cc, and when customers emails get sent to our support@email.com, also made it send to CC: thisdepartment@email.com.However, Osticket did not catch this in the filter but instead added the thisdepartment@email.com as a collaborator.Is there any way to send emails in a way to include Data that can be detected by "Ticket Filters"?

ntozier

Version of osTicket?In older version you can use the reply to name and regex to set the department. Then your form just needs to on the fly use a different name based on the answers. I thought that subject was an available field to search but i dont see it on my installation... but mine is old 1.9.7.

ttaka

I am using the latest stable version as of now: v1.9.12I finally got ticket filters to work!Firstly in the Ticket Filter: I changed the channel from "Web Form" to "Email" as i realized external contact forms should be treated as emails in OST anyways.I set the filter rule to "Match All",I used the filter rule "User / Full Name" to "Contains" to "nameofbrandhere".I selected the department i wanted to place in it.Important: I went to the agent panel and under users, deleted users associated with the email address sent from the external contact form (you might need to delete the tickets associated with this email). If you dont do this, osticket might not create the correct User Name.Back in the Wordpress website backend.I went to settings of SendGrid and under Mail settings, i changed the Name to the "nameofbrandhere", same name in the filter of Osticket. The sending address can be anything.The authentication method is "username & password"type the username and password of your sendgrid account.and send mail with "API".Next in the contact form 7 settings:The To: should be set to the support email of your osticket.The from should be which is the customers email account.I also confirmed that once you reply to customers, they can use their email to reply to back and OST will remember and open the message under the same ticket number!Using only one email account is convenient but this method have its down sides.Firstly, osticket will create tickets with the customers name set to what you placed above "nameofbrandhere". You can still collect the actual customers name via the message but in the OST users database the customers name will be wrong. This is also visible to the customers when they log in to OST to check previous tickets.This can be fixed by logging in and editing the customers names manually though. Is there a way to filter something other than the name to prevent this minor issue?