Sending new email via rt

RT Users
1

We are using RT do deal with email sent to our support team. It would be
great if there was a way to send a new email message to the customer
using the same interface. Do you folks know if this is possible? If so
could you send me a link that would provide me with more information on
this task.

Thanks

Shawn Guillemette

2

We are using RT do deal with email sent to our support team. It would
be great if there was a way to send a new email message to the
customer using the same interface. Do you folks know if this is
possible? If so could you send me a link that would provide me with
more information on this task.

On most screens, there is a “create new ticket in …” option. use
that. we have a queue with no autoresponder on it to create those
messages, then we move them to the appropriate queue, and just add
correspondence as normal to start the conversation.

3

Thanks for the reply and im sorry for the long delay… I was looking to
send emails to customers not to another queue. Our support team speaks
to our customers via email and we started to use rt as the ticketing
systems for customers who request assistance via email. The trouble is
if support wanted to send a test message to the customer with out our
customers emailing them first rt don’t seem to supply a too field tike a
mail client would.

ShawnFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Vivek
Khera
Sent: Wednesday, September 08, 2004 11:00 AM
To: RT-Users list
Subject: Re: [rt-users] sending new email via rt

We are using RT do deal with email sent to our support team. It would
be great if there was a way to send a new email message to the
customer using the same interface. Do you folks know if this is
possible? If so could you send me a link that would provide me with
more information on this task.

On most screens, there is a “create new ticket in …” option. use
that. we have a queue with no autoresponder on it to create those
messages, then we move them to the appropriate queue, and just add
correspondence as normal to start the conversation.

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT wiki at http://wiki.bestpractical.com

4

I was looking to send emails to customers not to another queue. Our support
team speaks to our customers via email and we started to use rt as the
ticketing systems for customers who request assistance via email. The
trouble is if support wanted to send a test message to the customer without
our customers emailing them first rt don’t seem to supply a to field like a
mail client would.

Just have the support person create a new ticket, and add the customer as a
Requester.

From the main summary screen, select the appropriate queue and click the “New
Ticket In” button.

In the ticket generation field, fill in the Requestors field with the
customer’s email address, and add the message you want to send, etc.

You’ll now have evidence you sent the email, and they have a way to reply that
will keep it all under the same ticket.

Maybe set up a “testing only” queue for these to be created in. If the
customer replies, or the issue progresses further, move the ticket to a more
appropriate queue.