If you talk about the Email-Ticket (ticket outbound) is quite simple: you can send a mail on behalf of you support-area to a customer, put someone in cc or even in bcc and, at the same time, open a ticket.

We use this in order to trace our self-triggered activities.

Ciao, d.

Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Per conto di manish ramteke
Inviato: mercoledì 10 marzo 2010 12:51
A: User questions and discussions about OTRS.
Oggetto: Re: [otrs] Email tickets

Hi,

Please help me with this.

On Wed, Mar 10, 2010 at 1:11 PM, manish ramteke <manish.s.ramteke@gmail.com> wrote:

Hi,

What are the use cases for which one should go for creating email ticket on web interface
and not phone tickets or sending a mail.

Thanks and Regards,
Manish Ramteke

Regards,
Manish Ramteke