Hi Michael, I usually respond back to the user by e-mail using a follow-up. Main reason is that we are testing OTRS and do not have the users send mail directly to OTRS yet.
I send the user e-mail with the ticket number in the subject header and copy the OTRS system. OTRS captures the e-mail and adds it as follow up to the correct ticket. For closing/changing states of tickets I use the web interface. This would work for a blackberry as well. Best regards, Paul >When a customer submits an email to OTRS a new ticket is generated and >agents are notified. > >Is there a way to allow agents to response to the customer ticket via >email instead of having to use the Agent web interface? That way an >agent could reply via a Blackberry and close the ticket when they are >back in the office. > >Michael Bush _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f�r Ihr OTRS System? => http://www.otrs.de/
