So what is the best way to communicate to a customer from a mobile
device that can't access the web interface, while still allowing otrs
to track the reply?
-Scott
On 5/21/10, Nils Leideck - ITSM
Hi,
On 20.05.2010, at 20:24, Scott Johnson wrote:
I'm fairly new to otrs, and I suppose this question has been asked before, but I'm not able to find an answer. What I want to do is to be able to reply to a ticket that is created by a customer from my mobile device, and have that reply forwarded to the customer.
So, for example, Customer A sends an email to my otrs system. Otrs sends an auto-response, and also sends me a message saying there is a new ticket. I reply to the otrs system, and it's logged as a follow up, but the customer never sees the message. Is there any way to adjust the settings so that I can send replies to customers without having to use the web interface?
The notification email sent to you should not be used to communicate with your customer. It is just a notification for you that something happened to a ticket.
Freundliche Grüße / Kind regards
Nils Leideck
-- Nils Leideck Senior Consultant
nils.leideck@leidex.net nils.leideck@otrs.com
http://webint.cryptonode.de / a Fractal project