The case is 1. Customer sends an email to t...@test.com 2. Test is alias, so when mail comes, the agents in the alias will get the mail. And OTRS will also get email. OTRS will update agents that ticket arrived. 3. The agent will respond back via email to customer, [may manually add customer emails,] 4. The response should reach to customer 5. The same response[ as it has ticket id], should be updated in OTRS. 6. If customer responds again [ as it has ticket id], it should get updated in OTRS and [if has other mail ids, should reach to them also.]
-----Original Message----- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Steven Carr Sent: 06 March 2013 PM 04:11 To: User questions and discussions about OTRS. Subject: Re: [otrs] Ticket update and reply via mail only But that's not what he asked... "via email client, to any clients or others" 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. Yes you could CC the customer in the email but then it really kinda makes the whole point of using a ticketing system moot. 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. Steve On 6 March 2013 10:26, Susan Dittmar <s.ditt...@eureca.de> wrote: > Steven Carr schrieb: > >> The "free" version doesn't support this. Agents have to reply via the >> web interface. > > > That's not entirely true. Agents *can* reply via mail client, but then > OTRS thinks it's a customer's answer. This "customer"'s answer will be > added to the ticket as usual if the ticket number is kept intact. > > In fact, this is how about half of my agents use OTRS. The only time > they actually use OTRS's interface is when they want to lock, free, or > close a ticket or when they want to assign it to someone else. Most or > all those actions could be archieved by using OTRS's mail headers, so > even then the interface is not necessary. Unfortunately we are still > stuck with an OTRS version that's too old for those headers to work, > and with a mail client too dense to add truely custom header lines, so > I can't tell more about that part. They just needed to get used to > being informed about their own answer arriving, and not confusing > those notifications with true customer answers :-(. > > Hope this helps, > > Susan > > --------------------------------------------------------------------- > 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 --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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
