Hello: I'm fairly new to otrs, and I suppose this question has been asked before, but I'm not able to find an answer. What I want to do is to be able to reply to a ticket that is created by a customer from my mobile device, and have that reply forwarded to the customer. So, for example, Customer A sends an email to my otrs system. Otrs sends an auto-response, and also sends me a message saying there is a new ticket. I reply to the otrs system, and it's logged as a follow up, but the customer never sees the message. Is there any way to adjust the settings so that I can send replies to customers without having to use the web interface? Thanks, ~Scott
Hi, On 20.05.2010, at 20:24, Scott Johnson wrote:
I'm fairly new to otrs, and I suppose this question has been asked before, but I'm not able to find an answer. What I want to do is to be able to reply to a ticket that is created by a customer from my mobile device, and have that reply forwarded to the customer.
So, for example, Customer A sends an email to my otrs system. Otrs sends an auto-response, and also sends me a message saying there is a new ticket. I reply to the otrs system, and it's logged as a follow up, but the customer never sees the message. Is there any way to adjust the settings so that I can send replies to customers without having to use the web interface?
The notification email sent to you should not be used to communicate with your customer. It is just a notification for you that something happened to a ticket. Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project
So what is the best way to communicate to a customer from a mobile
device that can't access the web interface, while still allowing otrs
to track the reply?
-Scott
On 5/21/10, Nils Leideck - ITSM
Hi,
On 20.05.2010, at 20:24, Scott Johnson wrote:
I'm fairly new to otrs, and I suppose this question has been asked before, but I'm not able to find an answer. What I want to do is to be able to reply to a ticket that is created by a customer from my mobile device, and have that reply forwarded to the customer.
So, for example, Customer A sends an email to my otrs system. Otrs sends an auto-response, and also sends me a message saying there is a new ticket. I reply to the otrs system, and it's logged as a follow up, but the customer never sees the message. Is there any way to adjust the settings so that I can send replies to customers without having to use the web interface?
The notification email sent to you should not be used to communicate with your customer. It is just a notification for you that something happened to a ticket.
Freundliche Grüße / Kind regards
Nils Leideck
-- Nils Leideck Senior Consultant
nils.leideck@leidex.net nils.leideck@otrs.com
http://webint.cryptonode.de / a Fractal project
Hi, On 21.05.2010, at 06:47, Scott Johnson wrote:
So what is the best way to communicate to a customer from a mobile device that can't access the web interface, while still allowing otrs to track the reply?
Well … If you cannot access OTRS it is a very good question :-) I would propose to play around with the Notification (Event) system to check if it does what you need. I am sorry, there is no out of the box answer right now to your question … Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project
participants (2)
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Nils Leideck - ITSM -
Scott Johnson