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.