Redirect email/ticket to external email address?

[seteq]

Is it possible to selectively redirect incoming emails/tickets to another external email address (including attachments) - like a forward-function in an email client software?

We're using osticket for sales and customer support and from time to time there is some conversation which needs to be adressed to some specific external persons, who have no access to the ticket system at all.

Now we have to forward the email manually from our email archiving software, it would be nice to have a button in the ticket's view to redirect the incoming ticket to an external mail address in the same form it has been fetched - and delete/archive the ticket in osticket's database.

Is that possible with ticket filters? Any other solution for this?

[fdellwing]

Well this is so specific, I dont know if anybody besides you will ever need this.

Why not give this persons access to the ticket system? Do correct rights management and they will only see the ticket that you assigned to them. Otherwise I dont know a really valid solution. You could use a .sieve on your mailserver to catch the ticket before it even gets to osticket (or just copy the mail). But this only works if the mail is detectable by a specific header.

[ntozier]

Q: Is it possible to selectively redirect incoming emails/tickets to another external email address (including attachments) - like a forward-function in an email client software? A: This is not a feature of osTicket at this time.

Q: Is that possible with ticket filters? A: I don't think so. Ticket Filters only fire on ticket creation.

Q: Any other solution for this? A: Other than what was already mentioned by @fdellwing I can't think of a way to do this... unless you setup a manager for each Organization or Department and have that manager be the third party and turn Alerts and Notices on. Note I think that that would result in them getting all emails to the Org or Department in question. So maybe Department would be the better choice as then only the tickets assigned to that department would be the ones that need third party intervention.

[christfort]

We have a similar need, not all emails should be forwarded, but occasionally we have the need to forward a ticket for comments by persons outside our company, that could be a supplier or other external person. Previously we used desk, and here you would simply click a button: forward, and the ticket including attachments, are send to the mail address you enter.

It does not make sense to have to create someone as a user and ask them to log into our platform, if you just want them to comment a single issue.

[khaledmediouni]

Hi, is there a chance to view this ability (Forward Ticket to external recipient with attachement) implemented in osticket ?

Thank's

[NoelBradford]

This would be great - ideal for passing a ticket to a 3rd party supply to act upon while keeping the chain of custody with my client base +1 from me..

[danielw0581]

+1 from me as well. We would use this all the time and currently have to save a copy of all emails on the server and when one needs to be forwarded we go into the server and forward it from there. This happens multiple times per day.

[waschbaer77]

+1 also from me. We need a forward-function to an external email address realy urgent. Right now we are copy&pasting many Mails from osTicket to an external Mailer.

Maybe with a plug-in?

[codeshell]

+1 from me. Tickets may contain information that we are supposed to forward to other organizations that do not, should not and don't want to have agent accounts for our osTicket installation.

[JediKev]

@codeshell

Just a question but, why not setup a forwarding rule in your mailbox? If you wanted to forward some emails so they aren't fetched, the general practice is to add a forwarding rule in your mailbox. If you wanted to forward and still have it fetched into the system you can apply the "Keep a Copy" option to the Forwarding Rule and you'll have a copy in the Inbox for osTicket to fetch/process.

Gmail

• https://support.google.com/mail/answer/10957?hl=en

Outlook

• https://support.office.com/en-us/article/use-rules-to-automatically-forward-messages-45aa9664-4911-4f96-9663-ece42816d746

Now that only applies to emails, if you're talking about Tickets (meaning the entire thread history) then yes that will need to be a feature request as email clients have no idea of Ticket history. A very simple workaround would be to download the ticket in question as a PDF and send that to whomever you want via the system or email client.

Cheers.

[codeshell]

@JediKev Thanks for taking the time. Setting up forwarding for mailboxes is of course possible. We use it for several non-support addresses (e.g. internal communication lists). And we used it to distribute support emails before switching to osTicket.

So, why doesn't it fit?

• There are a lot of rules and permissions set up in osTicket to get Tickets to the right people/teams/departments and out of the way of those who are not concerned. Duplicating this into forwarding rules would be partially possible but error-prone and time-consuming.
• If we decided to again forward everything to all potential agents we would be exactly where we were before using osTicket. Only there would be additional tickets created for emails already received by everyone. I can assure you that users would start answering emails from their mailbox (with their personal addresses, as the support address is not set as default from/reply-to) because they don't care which system they are currently on. They read that message and answer it. osTicket would no longer be the single point of truth (regarding conversations and history).

email vs. ticket: It's indeed about forwarding single emails only. I am not looking for a way to forward full Tickets/history.

Regards, CS

[lakridserne]

We are also in need of this. I was just looking into it today, and estimating how long it would take for me to make the modification - and of course - send the modifications back to you if you want them.

For us, it's about 100 people we potentially need to send to (only 1 out of those 100, but different every time), and it doesn't make sense to have them all in the system and spend time making sure they have their login, and actually going in and reading and responding.

If we don't add this feature, the organisation will switch from osTicket - right back to email I think. And I think that's a worse alternative.

[digdilem]

Really surprised to see so many calls for a forward option in the rules, going back years.

Has this now been resolved? I can't see anything in the latest version, and my attempts to send an email with the variables templated, or even include them in a canned response have all failed.

[bbr2net]

we are working as a first level support for different software vendors and sometimes we need to forward a customer ticket to the internal support address of the vendor. The forwarding function would be handy too in order to share information with colleagues f.e. management escalation without sending a copy to the ticket owner. I´ve looked in the Feature Request list but could not find if it is on the road map or not.

[JediKev]

@bbr2net

Currently, Feature Requests exist here (in this repo) as this is the functioning software at the moment. The roadmap you are referring to is for v2.0 where we are tracking the progress of what’s currently in development and what we’ve already accomplished.

Technically speaking this issue you commented on is a feature request as it’s not something we have currently but is requested by the community. Albeit the title doesn’t say it nor does the tag but I can add a tag to it.

Cheers.