On Mon, May 27, 2013 at 8:16 PM, Gerald Young <span dir="ltr">&lt;<a href="mailto:crythias@gmail.com" target="_blank">crythias@gmail.com</a>&gt;</span> wrote:<br><div class="gmail_quote"><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">

<div dir="ltr">no. That would just create another article. But that article might have the ticket flow if it&#39;s a reply.</div><div class="gmail_extra"><br></div></blockquote><div><br></div><div>Thanks Gerald. Apologies for not having explained in the first instance. For example </div>

<div>Person A (End User/ Customer) shoots a email to <a href="mailto:portaloncall@mydomain.com">portaloncall@mydomain.com</a>. OTRS generates a ticket with ID :- 00000111 in the system and sends out an email to agents X, Y and Z  who are subscribed to <a href="mailto:portaloncall@mydomain.com">portaloncall@mydomain.com</a>. Now Agent X replies to the ticket with ID :- 00000111 using gmail web interface corporate account, is there a way if the reply by Agent A gets appended and then when Agent B replies to the same ticket ID :- 00000111 after Agent A. will there be a similar fashion like the below</div>

<div><br></div><div>Person A </div><div><br></div><div>What is the helpdesk emailid</div><div><br></div><div>Agent A replies </div><div><br></div><div><a href="mailto:support@mydomain.com">support@mydomain.com</a></div><div>

<br></div><div>Agent B replies saying the correct emailid is</div><div><br></div><div><a href="mailto:customersupport@mydomain.com">customersupport@mydomain.com</a> and not <a href="mailto:support@mydomain.com">support@mydomain.com</a></div>

<div><br></div><div>Which gets appended to the ticket ID 00000111. For example if the Manager who logins to the OTRS Dashboard who in turn manages the queue seeing both replies from Agent A first and Agent B next similar to a gmail conversation format. </div>

<div><br></div><div>Let me know if I am not explaining the issue correctly or need any additional information.</div><div><br></div><div>Regards,</div><div><br></div><div>Kaushal</div></div>