Hi folks,<br><br>I&#39;ve been trying to set up a queue where agents update ticket status via e-mail but when doing so, customer who created the ticket, does not get the follow-up message as if the agent would have updated the ticket via OTRS web interface.<br>
<br>I&#39;m using OTRS 2.3.4 and have set up X-OTRS-FollowUp-SenderType to agent and in the web interface, OTRS detects the e-mail update as coming from an agent. <br>The only missing part is the notificatio to the customer containing the message sent by the agent.<br>
<br>Is it possible? Can anyone shed some light on this issue?<br><br>Thank you very much in advance,<br>Samuel.<br>