External vs. Internal Tickets

If this subject has already been covered, I would appreciate a link to the
reference. If it is has not been covered, I would be interested in any
ideas on the subject.

What would be the easiest way to handle responses to creation of a new
ticket through the web interface vs. via email. For instance, when a
customer/user creates a ticket via an email request I would like them to
receive a specific template/message. However, when I create a ticket on a
customer’s behalf (for instance if I am on the phone with them) I would
like them to receive a different template/email.



Christopher VanOosterhout
Torresen Marine, Inc. - The Sailboat Specialists
Internet Division

3126 Lake Shore Drive
Muskegon, Michigan 49441