Anyone who emails the system is a Customer. Agents should reply from the web interface only. (There is an add-on for OTRS Subscribers that allow Agent reply via email).

On Tue, Feb 3, 2015 at 6:52 PM, Scott R. Morgan <smorgan@mamafus.com> wrote:

When a customer emails our helpdesk, they receive the auto response and our agents are also emailed the ticket. When the agent replies to the email, the originator of the ticket is not getting a copy of the response. The email response is attached the ticket in the portal but the originator is not getting the response.

What setting controls this setting? Our users only communicate to helpdesk via email. Our agents communicate both via email (like when they are on the go and on their phone) and also via the portal. I want to make sure that the responses to the ticket are automatically CC’d when the agent responds.

Thank you!

Scott R. Morgan
Director of Information Systems

Mama Fu's Franchise Group

512-949-3229 Help desk (NEW!)

512-949-3236 Office/Cell (NEW!)

scott@mamafus.com / http://www.mamafus.com

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