[rt-users] Internal vs. External Creation of Tickets

[Christopher VanOosterhout]

If this subject has already been covered, I would appreciate a link to the 
reference.  If it is has not been covered, I would be interested in any 
ideas on the subject.

What would be the easiest way to handle responses to creation of a new 
ticket through the web interface vs. via email.  For instance, when a 
customer/user creates a ticket via an email request I would like them to 
receive a specific template/message.  However, when I create a ticket on a 
customer's behalf (for instance if I am on the phone with them) I would 
like them to receive a different template/email.

Thanks,

Christopher