[otrs] e-mail responses from agents?

[Jo Rhett]

 > Jo Rhett wrote:
 >> So ... how can one allow an agent response submitted via e-mail to go
 >> back out to the customer?

Nils Breunese (Lemonbit) wrote:
> I'm afraid that is just not how OTRS is set up. OTRS needs to tracks the 
> status of a ticket (queue, owner, locked, etc.), so I guess there is no 
> working around the web interface.

I understand this.  And we have no problem logging into the webui to 
alter the queue, owner, etc.  We just need to be able to reply to the 
customer quickly.

-- 
Jo Rhett
senior geek
Silicon Valley Colocation