[rt-users] does this feature exist?

[Kevin Falcone]

On Mon, Dec 28, 2009 at 08:29:44AM -0500, B. Cook wrote:
> I'm looking for a feature that we found in 'Cerberus' Helpdesk, but not 
> sure what its called..
> 
> When an email/webif ticket gets created, it sends that notification to a 
> watcher or responsible person.
> 
> That person/watcher will get an email, which they can reply to from 
> their mua (blackberry, thunderbird, etc..) which will route it back 
> through the helpdesk app and reply to the user.
> 
> The helpdesk supporter did/does not have to login to the webif to answer 
> tickets.
> 
> I've been looking for something else that supports this feature and/or 
> possibly a name..
> 
> Something like 'email reply to created ticket'..

By default, RT will Notify AdminCcs on Create, and if you reply to
that your mail will go back to the Requestor.

You can customize who gets these notifications

-kevin
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