On Mon, May 27, 2013 at 8:16 PM, Gerald Young <cryth...@gmail.com> wrote:
> no. That would just create another article. But that article might have > the ticket flow if it's a reply. > > Thanks Gerald. Apologies for not having explained in the first instance. For example Person A (End User/ Customer) shoots a email to portalonc...@mydomain.com. OTRS generates a ticket with ID :- 00000111 in the system and sends out an email to agents X, Y and Z who are subscribed to portalonc...@mydomain.com. Now Agent X replies to the ticket with ID :- 00000111 using gmail web interface corporate account, is there a way if the reply by Agent A gets appended and then when Agent B replies to the same ticket ID :- 00000111 after Agent A. will there be a similar fashion like the below Person A What is the helpdesk emailid Agent A replies supp...@mydomain.com Agent B replies saying the correct emailid is customersupp...@mydomain.com and not supp...@mydomain.com Which gets appended to the ticket ID 00000111. For example if the Manager who logins to the OTRS Dashboard who in turn manages the queue seeing both replies from Agent A first and Agent B next similar to a gmail conversation format. Let me know if I am not explaining the issue correctly or need any additional information. Regards, Kaushal
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