Steven Carr schrieb:
But that's not what he asked...
Maybe. Then I misunderstood, and still misunderstand, him.
So he wants the response sent from the agent (via email) to then be
emailed out to the client/customer. OTRS "free" does not do this. It
will update the case but the actual client/customer will be none the
wiser that the case has actually been updated.
Agreed.
Yes you could CC the customer in the email
That's what those of my agents who prefer mail client over web client do.
but then it really kinda
makes the whole point of using a ticketing system moot.
Well, that depends on what exactly you want to get out of OTRS. For us, it's
still enough to be glad to have OTRS's help.
I personally
would not want agents using their email to reply to a ticket, it might
be more efficient but it's sloppy and can easily lead to silly
responses being sent to customers, and if they are a field type of
engineer they will already have 101 other emails to deal with. If they
have to be sat in-front of the OTRS interface it focuses them on the
content/response they are actually sending back to the customer and
instructs the agent to deal with things according to your SLA (if
implemented), and I'd rather have that level of quality over speed of
hitting reply.
I think I understand your position, and were it not for our problems with
content encoding (old system and lots of clients' mail clients sending broken
mails), I would prefer for our agents to all use the web interface. But when
it's your boss who insists on sticking to his mail client and well-proven
workflow, you can argue, but not enforce...
Susan
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