Automatically forward tickets to e-mail address

[Manfred89]

Hello everyone,

• Is it possible to automatically forward tickets to an external e-mail address?

• Is it possible to send these forwarded mails back to the original ticket creator when they are answered?

Example:

• Customer writes to an email that comes into our ticket system.

• This ticket is to be forwarded to another e-mail to another service provider.

• The service provider replies to the email, the ticket is updated and should be automatically sent back to the customer (who created the ticket).

The ticket system is therefore only a forwarding between the two instances.

Unfortunately, it is not possible for the sender to write a ticket directly to the service provider.

[Reedu]

Have you looked at Notifications? If "another service provider" accepts auto-generated e-mail then it could work for you.

[Manfred89]

Thank you for your reply.
Where do you mean with the notifications? In the sysconfig?

Would you like to explain this in more detail

edit: holy mackerel!!! in "Ticket_notification" this can be simulated well. I am also sometimes ...Thank you!

[oSIRus]

Did you find a way to forward a ticket? I don't see that option anywhere, not in Generic Agent, not Postmaster Filter und not in Ticket Notifications.