Re: [otrs] Send email to customer

8 Jul 2011

      Hello Rogerio,

Let me check and get back to you, maybe I'm just wrong :-)
I setup the system sometime ago and quite frankly never needed auto
responses and such.. so I didn't really dig deep into the whole thing.

On Friday, July 8, 2011, Rogerio F Cunha  wrote:
...
El-Sergani,
Could you explain how to use the notification feature?
As far as I could check the (valued) procedure informed by Rory Clerkin works only if the customer is registered as customer on OTRS.
I wish I have a way to send email to "ad-hoc" customers.
Best Regards,
Roger.
2011/7/7 Muhammad El-Sergani 
U can use even notifications as well.
I'm not on the system at the moment, but I could fetch you the way for sure.
On Thursday, July 7, 2011, Rogerio F Cunha  wrote:
...
It works :)
Thanks a lot!
Roger.
2011/7/7 Rory 
When you have a ticket open you can reply by email by clicking the drop down list with "reply" in it.
Select the "Empty Answer" option and write your email.
Click "Submit" to send.
In the Admin section you can create Responses with the content of an email you might send regularly.
You can then add a particular Response to one or many queues.
When you click on the Reply drop down list in the ticket the new Response you have added will be available.
Note: the ticket must be in the queue with the Response added for the Response to show in the drop down list.
Kind regards,
Rory Clerkin
On 7 July 2011 16:30, Rogerio F Cunha  wrote:
Dear Sirs,
 It is possible to automatically send an email to the customer with the contents of a note added to the ticket? This possibility would serve to ask a customer more information about the opened ticket, without the need to contact him by phone.
Roger.
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Thanks and Best Regards,
Muhammad El-Sergani.
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Thanks and Best Regards,
Muhammad El-Sergani.