I just experienced another instance where this feature could have come in handy: I responded to a customer's ticket only to realize I had left out important information. OTRS will not allow me to send another response via e-mail until the customer contacts me again.
-----Original Message----- From: otrs-admin@otrs.org [mailto:otrs-admin@otrs.org] On Behalf Of Paul Sent: Monday, February 17, 2003 1:10 AM To: otrs@otrs.org Subject: RE: [otrs] Creating new tickets and merging tickets
Hi Martin,
<snip>
I think you want an "auto reply" (with the ticket number in the subject)?
-=> new ticket is created -=> auto reply is sent to the customer (if the customer send an follow up, it will be added to the ticket)
AdminArea -=> Auto Response <-> Queue -=> set "auto reply" for your wanted queue.
Not exactly. Instead, what I'm looking for is a way to initiate contact with the customer, similar to the PhoneView however via e-mail. For example:
I need to contact a customer regarding an issue with billing. I initiate a new ticket within OTRS and send them an e-mail explaining the problem. They receive:
To: customer@domain.org From: billing@mydomain.net Subject: [Ticket# 20030207000012] Issue with last month's payment ...
As OTRS stands, it seems that the only way to get in touch with a customer is by *them* e-mailing *you*. I'd like to see the ability to reverse this process.