[otrs] e-mail responses from agents?

[Nils Breunese (Lemonbit)]

Jo Rhett wrote:

> > 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.

You'd have to send the message through OTRS somehow as OTRS would  
have to check whether the person sending the message really is an  
agent and owns the ticket, etc. I'm pretty sure this is not currently  
possible with OTRS (someone correct me if I'm wrong) and I wonder if  
it is feasible at all.

Nils Breunese.


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