We need to be able to send responses to addresses outside of our osTicket system. If our customer service receives a request to cancel a subscription is there a way to forward the request to our fulfillment house without the subscriber getting the message?Kent
You could change the owner of the ticket. Then the fulfillment house can access the ticket without knowing who was the owner before and interact with the customer service.
I can't think of another method to do this currently.
Thanks, but I don't think we can do what we want from OST. The fulfullment house doesn't have access to our system. We can just forward the request in Outlook since we have a backup of the initial request.
Same problem here, it should have a way to forward to external email.
This is clunky, but it might work. Change the owner to someone else who you do not care if they see it (maybe an agent or supervisor). Then post a response with fulfillment folks as a collaborator..