How to forward new Ticket to external Ticketsystem

Technical assistance
1

Infos:

  • Used Zammad version: 7.0.1-1778078533.d438e0a9.noble
  • Used Zammad installation type: package
  • Operating system: Ubuntu 24.04
  • Browser + version: different

Hello everyone,

I’m still looking for a solution, but I’m a bit stuck. We often receive new emails that are actually intended for a different ticketing system. Ideally, I’d like to have a macro that simply forwards these new emails directly to the other ticketing system, then sends the customer a brief message informing them that their enquiry is now being handled in a different ticketing system, and finally tags and closes the ticket.

My problem is how to include the original message in the email without having to click ‘Forward’ first.

kind regards
H-BLOGX

2

Create a rule on the mail server to automatically forward new tickets? i really don’t see the issue here