Oops, let me clarify
I can do 1-3 fine. #4 isn't working for me. Instead of going to the OTRS web and composing the email there, can the agent simply reply to the notification in order to get a response to the user (using Outlook, not logging into the OTRS system)
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Richard Mollel
Sent: Thursday, January 19, 2006 9:48 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Agent reply to ticket notification
OTRS can do all four....
#3 can is achievable via compose email on the ticket screen. Infact, i have found out that i can have pre-composed replies and select which one to use, if you do encounter repetitive questions.
_Thanks
Richard
--- "Peake, Jeremy"
Can OTRS do this:
1) A user sends in a ticket via email.
2) The queue agent gets a notification (via email) with the ticket details
3) The agent replies to the ticket notification with a response to the user
4) The OTRS server adds the agent response to the ticket and sends it to the original user
It looks like it does everything except send the agent's response back to the user
Thanks Jeremy P
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