Multiple tickets

santana840123

Is it possible that a client through the sending of a single email message can create multiple tickets?

FunkFuMaster

Hi,

What would be the usage-scenario for something like this ?

I could be wrong, but I'm not aware of an osTicket feature for something like this, just Out Of The Box

I've never tried this workaround, but you could give it a shot.. What we'll have to use is a combination of Email Accounts & Email Settings within osTicket

Create 3 Email Accounts **Example : ** support@acme.com, ticket1.acme.com, ticket2.acme.com
On your email server, setup an Auto-Forwarder rule that forwards any email sent to support@acme.com, to ticket1@acme.com & ticket2@acme.com
Now, in osTicket, -> Admin Panel - > Emails, setup ticket1 @ ticket2 emails, and configure Fetching Email via IMAP or POP

So, in theory, when an end-user sends an email to support@acme.com, the email should get auto-forwarded to ticket1@acme & ticket2@acme... osTicket, in turn will fetch emails from ticket1@acme & ticket2@acme.com, thus creating 2 tickets..

DISCLAIMER : haven't really thought this through, and the above suggestion may fail quite spectacularly ..

ntozier

I'm not aware of a way to have 1 email = more than 1 ticket.

santana840123

The scenario is of users who have multiple support tickets, for them it is cumbersome to send multiple emails per ticket, they need the option of sending multiple requests in a single email and that these are reflected as independent tickets. that way it would be easier for the client

ntozier

Our users quite often send 3 or 4 issues in a single ticket.

Your agent can either break things out into more than one ticket (click down arrow on thread and select create ticket) or create tasks for each item. I do not use Tasks.