hi, you can enable also external notes which can also be seen by customers. Check the Defaults.conf file. I think the only difference between a note and an email is the emails content is being sent by email.
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All,
Do I understand correctly that the only email-communication an agent can have between him and the customer is when he closes the ticket?
I mean when an agent adds for instance a "note" this note can only be seen internally. The customer only sees emails about owner changes, queue changes and state changes.
Is there a way to add intermediate notes that the customer also receives?
Sort of like keeping someone "up-to-date" or "keeping you informed"?
Thanks, Mark -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org
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