We maintain several support@ email addresses, which at the moment get
transition from this setup, to hopefully, an RT setup.
In order to this, we would like the ability to have a copy of each
ticket/response forwarded to an address AFTER the ticket/response has
been added to the queue.
eg. Customer Tim sends “help me” to firstname.lastname@example.org
The following ticket “[mydomain.com #12345] help me” is created, and a
copy of this ticket is emailed to email@example.com (WITH the
This way, anyone who receives "firstname.lastname@example.org", if they were
to reply to this email (and cc the reply back to email@example.com)
… then the reply will get linked to the appropriate ticket.
Ultimately, when everyone is comfortable with using the new RT system,
they can be removed from the "firstname.lastname@example.org" list, and use
the web interface instead.
Thanking anyone kindly for any assistance they can give in advance.