[rt-users] One email address, two queues

[Roy El-Hames]

Mathew;

> How would the aliases file be configured for this.  As it is, CustomerCare uses
> "--queue customercare"  while CCEng uses "--queue cceng".
>
>   
Trying to keep up with you :¬) , yes cause the email alias can only 
point to 1 queue ( as far as I know), however this should n't effect 
your customer experience ..
Best bet to try it ..create a ticket via email move the ticket to 
another queue, etc etc ..practice makes perfect or something like that ..

Good luck;
Roy (wondering when will someone answer his query :¬)
> Keep up with me and what I'm up to: http://theillien.blogspot.com
>
>
> Roy El-Hames wrote:
>   
>> 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
>>>   
>>>       
>>     
>
>