[resolved] User ticket filter to send email to originator

JuVDC

Hey is there a way to use the ticket filters to send an email to the originator?

Basically for emails sent to a specific support email address I want to refer users to the web-form to create tickets. After if they want they can reply by email, but I want that first step to be done via webform.

So my thinking was to automatically closed or reject tickets created by email and to also send an email back to the person with the link to the portal.

ntozier

I haven't tried to do this, but I think that you can.
Go to Admin panel -> Manage -> Filters
Add a new filter.
On the Filter Rules tab add the email address they are sending to.

now click on the Filter Actions.
add User Reply to Email, Send an Email, Reject Ticket.

JuVDC

Hey @ntozier thanks!

What would you put in the recipient field for the "send an Email" action?

ntozier

I would think that the use reply to email would over ride that. (I could be wrong about that.)

@KevinTheJedi any insight on if filters can do this?

JuVDC

Yeah, the recipient field is mandatory and does not get ignored/overwritten by the "use reply to email"...
I tried the solution shared here by @cartmega : https://forum.osticket.com/d/95785-resolved-ticket-filter-send-an-email-back-to-sender, but it does not work...

KevinTheJedi

@JuVDC

A little secret, you can use %{user} variable in the To field. 😉 Only %{user} is accepted however, no other variable will work.

Note, if you use the Reject Ticket action in the same filter as the Send An Email it will not send the email.

Cheers.

JuVDC

Hey @KevinTheJedi & @ntozier, thank you so much for your help! I managed to achieve what I was looking for.

@KevinTheJedi, the %{user} variable works like a charm, and thanks for the note about the Reject Ticket action, I removed it.

For anyone who is interested in a similar setup, I did the following for the filter:

Target Channel: the email address for which I only want this to work for
Filter rule: User / Email Address - Contains - @
Filter Actions
---> Send an Email (with recipients: %{user})
---> Set Request Status: Closed
---> Disable autoresponse

And boom! It works, anyone trying to create a new ticket by sending an email to that address will receive a message asking them to open tickets via the webform, no ticket-creation-notification will be sent, and behind the scenes the ticket was automatically closed.

ntozier

Fantastic! Also I learned something new today (using the variable).

Should I mark this thread as resolved and close it?

JuVDC

ntozier yep!