I’ve had a request from my customer services team. On our system we create tickets two ways, one through email directly from customers and one where our customer service people create tickets in the customer’s name through the web interface.
Creation through email sends an autoreply to the requester, which is fine. So, however, does creation through the web interface, which is not. Ideally they’d like to be able to create a ticket through the web interface, setting the customers email address as the requester, and not have an autoreply sent out while still allowing autoreply for tickets created by email. Is this possible? It seems to me that there is no real difference between a ticket created by mail and a ticket created through the UI.
I suggested that they create the ticket in their own name and CC the customer, meaning the customer gets correspondence but doesn’t the autoreply. This was rejected as it’s a requirement that the customer’s email address appears in the “To” field, cc and bcc are not acceptable.
My current workaround is to get the CS people to create a ticket with themselves as a requester, ignore the autoreply, and then set the customer as requester in the UI - this works but is clunky. Anyone know a better way?