Re: [otrs] Append Messages to a OTRS ticket with subject line intact

No, all agent replies have to be made via the agent web interface not via email. On 27 May 2013 17:13, Kaushal Shriyan wrote:

On Mon, May 27, 2013 at 8:16 PM, Gerald Young wrote:

...

no. That would just create another article. But that article might have the ticket flow if it's a reply.

Thanks Gerald. Apologies for not having explained in the first instance. For example Person A (End User/ Customer) shoots a email to portaloncall@mydomain.com. OTRS generates a ticket with ID :- 00000111 in the system and sends out an email to agents X, Y and Z who are subscribed to portaloncall@mydomain.com. Now Agent X replies to the ticket with ID :- 00000111 using gmail web interface corporate account, is there a way if the reply by Agent A gets appended and then when Agent B replies to the same ticket ID :- 00000111 after Agent A. will there be a similar fashion like the below

Person A

What is the helpdesk emailid

Agent A replies

support@mydomain.com

Agent B replies saying the correct emailid is

customersupport@mydomain.com and not support@mydomain.com

Which gets appended to the ticket ID 00000111. For example if the Manager who logins to the OTRS Dashboard who in turn manages the queue seeing both replies from Agent A first and Agent B next similar to a gmail conversation format.

Let me know if I am not explaining the issue correctly or need any additional information.

Regards,

Kaushal

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