Steve Morrey wrote:
In essence what we require is an OTRS email relay function.
Here is a breakdown of what should happen.
Customer sends an email to [EMAIL PROTECTED]
A ticket is created in OTRS and assigned to a support person,
whomever was next in que (lets call the support person Joe).
When the ticket is generated a notification email is sent to Joe.
The notification should contain not only the notice that a new
ticket exists, but also the full text of the original customer email.
The support person, then replies from his outlook, blackberry or
whatever email client, which is routed back through OTRS for
tracking purposes, and then forwarded to the client.
Now here's the trick.
We don't want to expose Joes email address to the client, and we
don't want Joe to respond directly to the clients email either.
Essentially all the email should go through [EMAIL PROTECTED], with
OTRS handling the stripping and replacing TO and FROM as needed.
If there is any back and forth it should proceed exactly like this,
except that all questions (on the same issue), should keep going to
the same support person, for continuity purposes.
I sent an email to [EMAIL PROTECTED] and they say that the feature is
already in OTRS but I cannot seem to find it anywhere, nor
instructions on how to enable it.
I've read through the admin manual and maybe I'm missing something
critical, could someone please explain to me how this can be done?
I don't believe OTRS lets agents reply to tickets by e-mail.
Nils Breunese.
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