Dear Alexander,

You are correct, I would like the agents to use the email client to correspond with the customer once the ticket is opened / locked. Initially when the notification is received by the agent, he will goto web interface and "lock" the ticket. Subsequently, he would need to reply from his mail client since series of communication would happen with the customer and many times the agent will not be accessible to web interface. He would simply receive the mail on his mobile and reply. However, all such replies must be routed to OTRS first and inturn the OTRS should relay it to the customer as if it was sent thru support@xyz.com and not from the agent's id.

I am not worried about not being able to use the templates or answers from FAQ in this scenario.

In RT, once the ticket is assigned to an agent, agent will get a notification. Subsequently, his reply to that notification would route the mail to RT which inturn will relay the same to the customer. If customer again responds to the same, the same will goto RT and gets relayed to the agent's id. This way, agent though is communicating from his email id, his id is never exposed to the customer and customer would always see support@xyz.com.

Please reply,

Greetings,

Kusumba S

Alexander Halle wrote:

Sridhar Kusumba wrote:

Fundamentally, I would like the 'agent' to be independent of accessing OTRS through web interface for replying to tickets.

[...]

Now, I would like the 'agent' to just reply the mail he has received and the same should arrive at support@xyz.com. Inturn, OTRS should relay the same to the customer. Further when customer sends the reply, OTRS should receive the same and send it to 'agent'.

Hi,

if I understand you right the agents shall use their own email client for answering tickets instead of using the OTRS web interface ?

Since I have no experience with RT and have never heard of someone using OTRS in this way could you explain me the advantage ? :(

You would loose the ability to use answer templates or to include FAQ entries. Further the agents would have to use the web interface in parallel for ticket actions (lock / unlock, wait, change queue), wouldn't they ?

Please describe your workflow a bit more for an appropriate answer. But AFAIK you can't tell OTRS to accept certain mails as internal agents answers. I think you would have to extend the postmaster filter for such a feature.

Regards

Alexander

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