Hi there,
Is there a way for the customer to keep track of a ticket through email?
OTRS has 3 default e-mail notifications for customers: owner update, state
update, queue update, besides that it has 5 events in which you can send
auto responses to customers: follow up, reject, remove, reply, new ticket.
Does otrs have to be on the same machine as the mail server that handles its
messages or, say, it can check and download them like a normal user would?
If so, what would happen if the link is severed?
You can have OTRS in one machine and your e-mail server in a different one
If a help desk person wants to reply to customer, must she use the web
interface to send a reply or can she user her normal mail client and her
reply will (through cc: or whatever) be added to the ticket?
As long as the e-mail ticket is initially sent by OTRS, the subject of the
e-mail is kept and the agent sends a copy of the e-mail to the account
associated with the queue, and agent could reply to a ticket from his e-mail
client
Greetings,
Leonardo Certuche
On Thu, Jul 2, 2009 at 4:14 PM, Mauricio Tavares
I want to install a trouble ticket manager program here but have a few questions I would appreciate some feedback:
o Is there a way for the customer to keep track of a ticket through email?
o Does otrs have to be on the same machine as the mail server that handles its messages or, say, it can check and download them like a normal user would? If so, what would happen if the link is severed?
o If a help desk person wants to reply to customer, must she use the web interface to send a reply or can she user her normal mail client and her reply will (through cc: or whatever) be added to the ticket? --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
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