[rt-users] One email address, two queues

[Roy El-Hames]

Hi Matthew;
I think this is default behaviour (unless I misunderstood your 
question), as soon as the ticket is created and your customer replies to 
the auto-responder, RT will understand this correspondence belongs to an 
existing RT ticket based on the subject line (your rt #ticket number) 
.... if you are concerned about the from address I think (I did  n't try 
it) you can set the Reply Address on both your queue to 
customercare at company.com

Regards;
Roy

Mathew Snyder wrote:
> I searched through the archives but didn't see anything that may have pertained
> to this.
>
> I have two queues: CustomerCare and CCEng (CustomerCare for Engineering).  Is it
> possible to have one email address for both of these queues so that if a ticket
> is moved from one queue to the other it can still be handled using a single
> email address?
>
> To clarify, suppose I have a ticket.  It is sent in from the customer to
> customercare at company.com.  This places it in the CustomerCare queue.  It then
> gets moved to CCEng as it is an engineering related request.  After moving it to
>  the CCEng queue, the customer sends in a comment on it via
> customercare at company.com and it reaches the ticket in CCEng.
>
> Possible or no?
>
> Thanks,
> Mathew
>