I’ve been putting in a lot of work replacing our homegrown ticketing system with OTRS and it has looked very good… until I realized one KEY thing missing!

From what I have read it appears that there is no way to notify the customer after an agent updates the ticket! It seems this would be a very common requirement for a ticketing system no?

How does the customer know when the agent has updated their ticket? What if the process is not the simple: ticket submission ->agent solve ->customer notified of closure? What if the agent needs more information or needs to let the customer know of an update?

Is the customer required to frequently check the web console to see if there has been updates?

I can’t believe that this functionality does not exist. If anyone knows of a way to do this PLEASE help me out here. I’ve searched the forum and haven’t come up with any solutions. (using otrs 2.4.5)

--side note. How do I respond to this same thread. Whenever I respond it seems to create a new thread.

Thanks,

Scott Carter