Re: [otrs] Answering to a Customer who opened a Process Ticket

25 May 2019


      Thanks Gerald, in fact  it allows to reply when a customer opens the ticket
at customer interface, if it is opened by an agent at Agent interface it
only allows a note reply.

Regards

Regards

El sáb., 25 may. 2019 4:08 p. m., Gerald Young 
escribió:
...
I believe if you indicate the article is from customer, you should be able
to reply.
On Fri, May 24, 2019, 12:34 PM Alvaro Cordero 
wrote:
...
Hello,
Previously in OTRs there was an option (article type) of otrs-web for
articles when creating a Process Ticket and it was possible to reply to the
customer via email as on a regular Email o Phone Article, but now there are
only OTRS which is an internal Note and does not allow an email replay and
Phone which is confusing for users who are creating cases via customer
panel or even for agents using their agent front end.
Is there any simple way of enabling article other communication channels
for articles created via Process Ticket?
Best Regards
--
*Alvaro Cordero RetanaConsultor de Tecnologias*
*Tel: 22585757 ext 123*
*Email:* alvaro@gridshield.net
---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs