Hi Martin,
I'm a little bit confused! .-) You don't talk about the 'split ticket' feature?
Can you give me an example?
No, not split tickets. What I'd like is just like the "New e-mail" button in Outlook or Eudora, etc. There are many times when an agent has to initiate contact with a client and presently have to do it via an external e-mail program. OTRS is currently setup for INTAKE only. What I have in mind is similar to the PhoneView, HOWEVER with a blank "TO" field and a selectable "FROM" field. For example: To: <Enter e-mail address or customer> From: Drop down box with queues Subject: <Enter subject> Message: Here's a scenario: I have to contact a client with information that we need her to supply information to us. Right now, I'd have to contact her using a standalone e-mail application: To: customer@domain.org From: Paul Subject: A few questions Hi Sue, We need some information regarding your Q3 earnings. Please get in touch with us a.s.a.p. Thanks, Paul What we'd prefer is a way of handling outgoing messages through OTRS that do not require a user to send us something first to create a ticket. Instead: To: customer@domain.org From: Paul Subject: [Ticket #: 2003040900021423] A few questions .... Let me know if you'd like any additional clarification. Ultimately I'd like to see the opposite of PhoneView which would let us press submit and send the message to the customer via e-mail. Thanks, Paul