Probably not too well - we're using 1.2 beta and it's not there... :-(
Hi Henry,
Thanks for the response. That's pretty much how we're using it - successfully (damn fine product too).
Is it possible to *initiate* a ticket? That is, starting a ticket without waiting for an email from the client to start the process. This would be useful for starting the conversation from our end (and of course keeping track of the subsequent correspondence).
I suggested this feature a while ago. It was on the TODO list slated for 1.2 but I'm not sure how that's progressing.
See: "Write email (new ticket) to customer" http://lists.otrs.org/pipermail/otrs/2003-April/001377.html
Best wishes, Paul
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