Re: [otrs] e-mail responses from agents?

Jo Rhett wrote:

...

So ... how can one allow an agent response submitted via e-mail to go back out to the customer?

Nils Breunese (Lemonbit) wrote:

I'm afraid that is just not how OTRS is set up. OTRS needs to tracks the status of a ticket (queue, owner, locked, etc.), so I guess there is no working around the web interface.

I understand this. And we have no problem logging into the webui to alter the queue, owner, etc. We just need to be able to reply to the customer quickly. -- Jo Rhett senior geek Silicon Valley Colocation