Change User

[deleted]

osticket 1.12
We have recently started using osticket.
Previously we had named email address (e.g. Ron@company.com) we now have generic (support@company.com) We need to maintain the use of the named email address for various reasons.
Which means we still have people using the named email addresses rather than the support email

I asked our staff to manually create the ticket for the customer. This of course send the customer a notification - great! but it is a faff especially as often attachments are involved

So we thought about forwarding the received email from ron@company.com to support@company.com then changing the user. - great, EXCEPT doing it this way the customer does not get a notification that the ticket has been created

Is there a way of sending the new user an email when the user is changed?

ntozier

I'm not real sure what you mean by change users.

All users should be able to send to the generic (support@company.com) email address and still have it open as them. If they are sending as support@company.com then you could setup a ticket filter to use the Reply-To email.

Or are you saying that people are sending to ron@company.com and you want them to send to support@company.com?

We have people email IT individually all the time. I open the support@company.com mail box in Outlook and drag and drop the emails into the inbox, and it opens them as the person that sent the email.

[deleted]

Hi, let me try to explain a different way

John@customer1.com sends email to support@company.com. Ticket is created and the user is John. John gets a notification that a ticket has been created - Perfect

Jack@customer2.com sends email to ron@company.com. Ron gets email in his normal email system. Ron forwards email to support@company.com so keeping attachments etc. Ticket is created and the user is Ron. Ron is an agent so logs into the ticket and changes the user to be Jack. So the ticket use is now jack but he does not know. because he does not get the ticket creation email

So, Yes, this:
"We have people email IT individually all the time. I open the support@company.com mail box in Outlook and drag and drop the emails into the inbox, and it opens them as the person that sent the email."

would work fine if it was just me

But that would mean all of our "named" staff would need to have support@company.com set up on their outlook systems (and some use gmail rather than Outlook). Which would also mean they would receive all the normal support@company emails in their outlook. (Guess you use piping so you don't get all the emails in your Outlook. We could not get that to work.

Our support staff are really support for pipe support systems, not IT support. So their IT skills are not great which is one of the reasons I wanted to switch to a ticketing system

ntozier

We do not use piping. But we only have three staff in our IT department that deal with tickets. We set osTicket to delete emails and disable notifications on the mailbox. The problem with forwarding emails [via Outlook] is that they are now sent by the person that forwarded it. It does not appear to preserve the original sender in Reply-To or any other headers (I checked).

You might be able to create a rule or quick step in Outlook (that you could then run manually) to forward an email with the preserved data. This article might help (note: you obv do not want the rule to trigger on all incoming emails so I think that you would need to use a Quick Step.) You will have to play with this and see if you can get it working. Then you could send people instructions on how to create the rule or quick step and how to use it afterwards.

This article might point you in in the right direction.
https://www.extendoffice.com/documents/outlook/4305-outlook-forward-email-with-original-sender.html

edit note: I forgot to include the article originally.