Hi guys,
I am using OTRS which is great.
I would like to use it in a slightly different way to the out-of-the-box
configuration and wonder if you have any advice on how to do it;
When a support ticket comes in, I do a CC to all of the agents at the same
time. What I would like is if the agent could respond to the OTRS ticket
via e-mail, rather than the web interface. OTRS should then store that
response in the thread, and update any appropriate ticket parameters.
It would also be nice if you could close tickets via e-mail.
I like the web interface as a "repository" and archive, but would rather
not have to check it all the time as e-mail is really such a (relatively)
instant medium.
Any tips?
Nick.
