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Reply to a new email address but without going to the original ticket creator
My client has a requirement that is a little out of the ordinary.
What they require is to be able to reply to a ticket but reply to a different email address than the original users. The purpose is that if an end user creates a ticket enquiring about their wages for example, my client may need to discuss this with another company first (which wont be internal so the external company would have no access to this ticket system) and THEN get back to the original ticket creator.
So if firstname.lastname@example.org creates the ticket, my client wants top be able to use the 'reply' area to forward it onto someone external first then once they have a response, they will update the ticket accordingly and get back to Joe Bloggs. I am aware this could mean the thread will be updated with everything (including any external conmments from the external company),. but this is isnt an issue for my client as for their needs, the end user will have no access to either the thread or the front end ticket system so all they will see is my clients reply to them.
Currently I can reply to the end user and copy in another address but what I would want is a new option on the drop down that simply allows to 'reply to different address'.
It's clearly going to be a modification but can anyone advise?