[rt-users] Forwarding emails to RT

Ruslan Zakirov ruslan.zakirov at gmail.com
Wed Apr 29 20:16:42 EDT 2009

Didn't here of something like that implemented specially for RT,
however may be an external tool exist for that.

On Wed, Apr 29, 2009 at 1:00 PM, Nathan Ward <rt at daork.net> wrote:
> Hi all,
> I have an RT set up that is being used for customers to raise support
> issues in a small business.
> Training customers to email my support address (which is tied to RT)
> is a bit of a nightmare, but I still want to get everything in there.
> If a customer emails me directly, I can hit the redirect button in my
> mail client (Mail.app) and send the message to RT, with the "From:"
> header intact, so RT knows which user to attribute it to (ie. not me,
> the customer).
> However, life would be easier for myself and others if I was able to
> simply forward the email, instead of redirect - not every mail client
> supports a redirect function.
> Does anyone have any code written to interpret mail messages that were
> forwarded, and then push the original message in to RT as though it
> was sent directly from a customer?
> There is some fairly complex logic needed, ie.:
> - How do we know a message should be interpreted as a forwarded
> message, as opposed to a customer forwarding a message to the support
> address once they have learned to do that directly? Do we need a new
> mail alias, ie. rt-fwd at blah?
> - How do we interpret the forwarded message, different mail clients
> include the forwarded message and headers differently
> Highrise from 37signals seems to do this pretty well, so it can't be
> impossible..
> --
> Nathan Ward
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Best regards, Ruslan.

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