[otrs] Answering to a Customer who opened a Process Ticket

Hello, Previously in OTRs there was an option (article type) of otrs-web for articles when creating a Process Ticket and it was possible to reply to the customer via email as on a regular Email o Phone Article, but now there are only OTRS which is an internal Note and does not allow an email replay and Phone which is confusing for users who are creating cases via customer panel or even for agents using their agent front end. Is there any simple way of enabling article other communication channels for articles created via Process Ticket? Best Regards -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alvaro@gridshield.net