Hi Michael, I usually respond back to the user by e-mail using a follow-up. Main reason is that we are testing OTRS and do not have the users send mail directly to OTRS yet. I send the user e-mail with the ticket number in the subject header and copy the OTRS system. OTRS captures the e-mail and adds it as follow up to the correct ticket. For closing/changing states of tickets I use the web interface. This would work for a blackberry as well. Best regards, Paul
When a customer submits an email to OTRS a new ticket is generated and agents are notified.
Is there a way to allow agents to response to the customer ticket via email instead of having to use the Agent web interface? That way an agent could reply via a Blackberry and close the ticket when they are back in the office.
Michael Bush