Re: [otrs] Reply to Ticket from Ticket Zoom Action Row ?

17 Jan 2011

      Then you can send a notification to your customer. You can use an event
based notification to let your customer know that your agent added a new
note. Please note that this notification can be send to your customer's
e-mail.

I hope this helps!

Regards,
Elva

On 1/13/2011 6:48 PM, Hugh Kelley wrote:
...
Yes, that's what agents are doing today - but customers aren't coming
back to the web app to see them.
On 1/13/11, Elva Novoa  wrote:
...
You can add an "external note", this way, your customer will be able to
see it from the customer interface :-) .
I hope this helps!
Regards,
Elva
On 1/13/2011 4:12 PM, Hugh Kelley wrote:
...
Can a "reply" pull-down be added to the ticket zoom next to the "move
queue"
pull-down via sysconfig?
In our case, agents may add many notes to a ticket between replies and it
is
somewhat tedious to search all the way through the article list for the
last
reply-able entry.
Hugh
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Elva María Novoa del Toro
Research & Development
OTRS Lab, S.A. de C.V.
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Incremente su eficiencia hasta un 30% - obtenga OTRS Help Desk 3.0:
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Elva María Novoa del Toro

Research & Development

OTRS Lab, S.A. de C.V.

Parque de Software, Módulo A1, Circuito Norte 100

Parque Industrial Zapotlan 2000

49000 Ciudad Guzmán, Jalisco

MEXICO

T: +52 33 4777 3861

I:  www.otrs.com/

Incremente su eficiencia hasta un 30% - obtenga OTRS Help Desk 3.0: http://www.otrs.com/