[rt-users] Initial Queue Detection

[Meo, Anthony]

On Mon, Apr 04, 2005 at 11:06:15PM -0400, Meo, Anthony wrote:
> 
> 
> [[Anthony Meo]] In this case, they may reply to the original email
> address...I have tested this and it works just fine.  The only issue
is
> regarding the person working in RT and sending out the email to the
> customer....which is how they will work.  Currently, it will take the
> email address of the existing queue.
> 

Again, why can't the address change?

[[Anthony Meo]] Here is an example.  We have a wholesale agreement with
company X.  This company sends in emails for support using an email
address called helpdesk at X.com.  As far as they know, our company does
not exist.  The customer support rep working with the customer would
send responses to the customer from within the queue.  As long as the
ticket stays in the original queue, emails will always be sent using
helpdesk at X.com to the requestor.

Now, the ticket might get to a point where the customer service rep
cannot help anymore due to lack of knowledge.  This ticket must be
escalated, so the customer service rep moves the ticket to the "Tier 2
Support Queue".  This queue has an email address of tac at ourcompany.com.
If the tier 2 support rep needs to ask the customer a question the email
will be sent using tac at ourcompany.com. This is not the desired affect
(unless the ticket was created in that queue).

The desired affect would be that the tier 2 tech support rep would send
the customer a question and the email address "from address' would be
helpdesk at X.com.

Thanks,
-Anthony