Forward tickets via email to an external ticketing system

We need the option to ensure that tickets created by a customer via the agent are not saved under “Reports” in Octoja, but are instead sent directly to an email address we have configured.

Background

We already use our own external ticket system. New tickets are received and processed there via email.

To ensure we can continue using our existing ticket system, customer inquiries created via the Octoja Agent should be automatically sent as emails to a specified address.

Desired Behavior

• An email address should be configurable for ticket delivery.

• When a customer creates a ticket via the Agent, it is automatically sent via email to the configured address.

• In this case, the ticket should not be additionally created under “Messages” in Octoja.

• The email should contain all relevant ticket information, such as the subject, description, customer details, and any other information entered by the agent.

Use Case

Customer → Octoja Agent → Create Ticket → Email to our existing ticket system

This allows tickets created via Octoja to be transferred directly into our existing ticketing process without having to manage them additionally in Octoja’s “Messages” section.