Anyone who emails the system is a Customer. Agents should reply from the web interface only. (There is an add-on for OTRS Subscribers that allow Agent reply via email).
On Tue, Feb 3, 2015 at 6:52 PM, Scott R. Morgan <smor...@mamafus.com> wrote: > When a customer emails our helpdesk, they receive the auto response and > our agents are also emailed the ticket. When the agent replies to the > email, the originator of the ticket is not getting a copy of the response. > The email response is attached the ticket in the portal but the originator > is not getting the response. > > > > What setting controls this setting? Our users only communicate to > helpdesk via email. Our agents communicate both via email (like when they > are on the go and on their phone) and also via the portal. I want to make > sure that the responses to the ticket are automatically CC’d when the agent > responds. > > > > Thank you! > > > > > *Scott R. Morgan *Director of Information Systems > > Mama Fu's Franchise Group > > 512-949-3229 Help desk* (NEW!)* > > 512-949-3236 Office/Cell* (NEW!)* > > sc...@mamafus.com / http://www.mamafus.com > > > > --------------------------------------------------------------------- > 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 >
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