Hi, I need to use mail support, because for my company my customers, don't be obliged to use the customer interface to follow their tickets. The customer interface must just be used to the customer who want to see an old ticket if they have the same question and they forgive the answer or see their old tickets. Of course, we must allow the costumers to use the customer interface to follow their tickets, but we mustn't oblige him to use it ... so we need to notify them for each followup of the agents (each external-note)

(sorry for my english, I hope that I arrive has to make me understand :)
Thank you,
Samuel.



2009/6/18 Shawn Beasley <shawn.beasley@otrs.com>
Hi Samuel,


On 17.06.2009, at 12:45, samuel THOMAS wrote:

Hello,

I need to notify customers when an agent make a follow up on his ticket.
How can i do this please ?


What about using e-mail responses instead of the note feature? If your customers are using the webinterface, you can use external notes as well.

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Shawn Beasley
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