
16 Jan
2008
16 Jan
'08
12:41 p.m.
The only problem I seem to be having is that I can not simply respond by email in the web interface, it only gives me the option to responding by phone.
You do this in the admin area. Define one or more response templates in 'Responses'. Assign the response(s) to a queue in 'Responses <-> Queue'. When you zoom the ticket, you can click on the defined response(s) and thereby respond by email. The correspondence gets included in the ticket. -- Lars