Here's our situation. We've had an email address called "helpdesk@domain.com" that users can send e-mail to and open tickets. This works fine.
This morning we had a user send a ticket to helpdesk@domain.com and that opened a ticket with our Helpdesk. However this ticket should have gone to our Unix team. What we did was changed the Group to Unix (unix@domain.com) and our technician worked the ticket. The problem happened when he hit "Reply" button and it populated the TO: field with the Requester name (as it should) and the CC: field was populated with helpdesk@domain.com even though the group had been changed to Unix. What this did was create an infinite loop of tickets being sent to helpdesk@domain.com
We need to know how other users or ManageEngine suggest we reassign a ticket that has been placed in the wrong group without the application CC'ing the original e-mail the ticket was sent to and in-turn, creating a new ticket.