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.

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

On Thu, Jul 2, 2009 at 4:14 PM, Mauricio Tavares <raubvogel@gmail.com> wrote:

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?
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