Paul:
Thanks! By "respond back to the user by e-mail using a follow-up" I
assume you mean reply back to the ticket on your Blackberry but email
the user directly and copy OTRS? Is so, that is what I have been doing
also. It would be nice to be able to just reply and OTRS handle
everything like RequestTracker does. The email reply is the only thing
I miss from RequestTracker. Otherthan the email reply, OTRS rocks!
-Michael
Paul Schouten wrote:
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
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