hi all i have a particular requirement with regards to filtering that i need some help with
we currently have a helpdesk queue that grabs all email sent to " helpd...@company.com" and places it in the "helpdesk" queue, works well. issue: we have agents that CC "helpd...@company.com" with replies to a customer if the email was originally received in there personal inbox, they do this to start the ticket tracking from OTRS question: how do i get OTRS to place the new ticket in the agents queue so followup email are send to the agent ?
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