Forwarding emails to RT

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@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

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@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@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.

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).
Doesn’t solve “the problem,” but the more widely available MUA nmh
from non-GNU offers the stand-alone dist command for this in case
anyone ends up needing it.

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