Re: [otrs] Ticket update and reply via mail only
The "free" version doesn't support this. Agents have to reply via the
web interface.
Steve
On 6 March 2013 09:34, Darshak Modi
Hi All,
I am looking for system where
. Customer mails and a ticket is created. [ customer send mail to mail alias ]
As the mail is to Mail Alias, group member will get it.
He should also be notified via OTRS for ticket creation.
The agent will reply to the mail [ received from otrs ,with some ticket id], via email client, to any clients or others, and the same will be updated in OTRS.
OTRS will update the same ticket, if it has ticket id , the ticket with that id will be keep updating.
Here to or cc field can be any, but ticket id will recognize and update same ticket.
Is it possible with OTRS community edition ??
I see in Feature-ADD Ons , Agent Email Interface, but that is paid version;
Thanks
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Steven Carr schrieb:
The "free" version doesn't support this. Agents have to reply via the web interface.
That's not entirely true. Agents *can* reply via mail client, but then OTRS thinks it's a customer's answer. This "customer"'s answer will be added to the ticket as usual if the ticket number is kept intact. In fact, this is how about half of my agents use OTRS. The only time they actually use OTRS's interface is when they want to lock, free, or close a ticket or when they want to assign it to someone else. Most or all those actions could be archieved by using OTRS's mail headers, so even then the interface is not necessary. Unfortunately we are still stuck with an OTRS version that's too old for those headers to work, and with a mail client too dense to add truely custom header lines, so I can't tell more about that part. They just needed to get used to being informed about their own answer arriving, and not confusing those notifications with true customer answers :-(. Hope this helps, Susan
If ticket number is kept, then the value in to or cc or bcc field doesn't make sense, and same ticket is getting updated? It will update the ticket and that all updating is kept within OTRS if some wants to reply/check through web interface right ? -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Susan Dittmar Sent: 06 March 2013 PM 03:56 To: User questions and discussions about OTRS. Subject: Re: [otrs] Ticket update and reply via mail only Steven Carr schrieb:
The "free" version doesn't support this. Agents have to reply via the web interface.
That's not entirely true. Agents *can* reply via mail client, but then OTRS thinks it's a customer's answer. This "customer"'s answer will be added to the ticket as usual if the ticket number is kept intact. In fact, this is how about half of my agents use OTRS. The only time they actually use OTRS's interface is when they want to lock, free, or close a ticket or when they want to assign it to someone else. Most or all those actions could be archieved by using OTRS's mail headers, so even then the interface is not necessary. Unfortunately we are still stuck with an OTRS version that's too old for those headers to work, and with a mail client too dense to add truely custom header lines, so I can't tell more about that part. They just needed to get used to being informed about their own answer arriving, and not confusing those notifications with true customer answers :-(. Hope this helps, Susan --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
But that's not what he asked...
"via email client, to any clients or others"
So he wants the response sent from the agent (via email) to then be
emailed out to the client/customer. OTRS "free" does not do this. It
will update the case but the actual client/customer will be none the
wiser that the case has actually been updated.
Yes you could CC the customer in the email but then it really kinda
makes the whole point of using a ticketing system moot. I personally
would not want agents using their email to reply to a ticket, it might
be more efficient but it's sloppy and can easily lead to silly
responses being sent to customers, and if they are a field type of
engineer they will already have 101 other emails to deal with. If they
have to be sat in-front of the OTRS interface it focuses them on the
content/response they are actually sending back to the customer and
instructs the agent to deal with things according to your SLA (if
implemented), and I'd rather have that level of quality over speed of
hitting reply.
Steve
On 6 March 2013 10:26, Susan Dittmar
Steven Carr schrieb:
The "free" version doesn't support this. Agents have to reply via the web interface.
That's not entirely true. Agents *can* reply via mail client, but then OTRS thinks it's a customer's answer. This "customer"'s answer will be added to the ticket as usual if the ticket number is kept intact.
In fact, this is how about half of my agents use OTRS. The only time they actually use OTRS's interface is when they want to lock, free, or close a ticket or when they want to assign it to someone else. Most or all those actions could be archieved by using OTRS's mail headers, so even then the interface is not necessary. Unfortunately we are still stuck with an OTRS version that's too old for those headers to work, and with a mail client too dense to add truely custom header lines, so I can't tell more about that part. They just needed to get used to being informed about their own answer arriving, and not confusing those notifications with true customer answers :-(.
Hope this helps,
Susan
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The case is
1. Customer sends an email to test@test.com
2. Test is alias, so when mail comes, the agents in the alias will get the
mail. And OTRS will also get email. OTRS will update agents that ticket
arrived.
3. The agent will respond back via email to customer, [may manually add
customer emails,]
4. The response should reach to customer
5. The same response[ as it has ticket id], should be updated in OTRS.
6. If customer responds again [ as it has ticket id], it should get updated
in OTRS and [if has other mail ids, should reach to them also.]
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
Steven Carr
Sent: 06 March 2013 PM 04:11
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Ticket update and reply via mail only
But that's not what he asked...
"via email client, to any clients or others"
So he wants the response sent from the agent (via email) to then be emailed
out to the client/customer. OTRS "free" does not do this. It will update the
case but the actual client/customer will be none the wiser that the case has
actually been updated.
Yes you could CC the customer in the email but then it really kinda makes
the whole point of using a ticketing system moot. I personally would not
want agents using their email to reply to a ticket, it might be more
efficient but it's sloppy and can easily lead to silly responses being sent
to customers, and if they are a field type of engineer they will already
have 101 other emails to deal with. If they have to be sat in-front of the
OTRS interface it focuses them on the content/response they are actually
sending back to the customer and instructs the agent to deal with things
according to your SLA (if implemented), and I'd rather have that level of
quality over speed of hitting reply.
Steve
On 6 March 2013 10:26, Susan Dittmar
Steven Carr schrieb:
The "free" version doesn't support this. Agents have to reply via the web interface.
That's not entirely true. Agents *can* reply via mail client, but then OTRS thinks it's a customer's answer. This "customer"'s answer will be added to the ticket as usual if the ticket number is kept intact.
In fact, this is how about half of my agents use OTRS. The only time they actually use OTRS's interface is when they want to lock, free, or close a ticket or when they want to assign it to someone else. Most or all those actions could be archieved by using OTRS's mail headers, so even then the interface is not necessary. Unfortunately we are still stuck with an OTRS version that's too old for those headers to work, and with a mail client too dense to add truely custom header lines, so I can't tell more about that part. They just needed to get used to being informed about their own answer arriving, and not confusing those notifications with true customer answers :-(.
Hope this helps,
Susan
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Steven Carr schrieb:
But that's not what he asked...
Maybe. Then I misunderstood, and still misunderstand, him.
So he wants the response sent from the agent (via email) to then be emailed out to the client/customer. OTRS "free" does not do this. It will update the case but the actual client/customer will be none the wiser that the case has actually been updated.
Agreed.
Yes you could CC the customer in the email
That's what those of my agents who prefer mail client over web client do.
but then it really kinda makes the whole point of using a ticketing system moot.
Well, that depends on what exactly you want to get out of OTRS. For us, it's still enough to be glad to have OTRS's help.
I personally would not want agents using their email to reply to a ticket, it might be more efficient but it's sloppy and can easily lead to silly responses being sent to customers, and if they are a field type of engineer they will already have 101 other emails to deal with. If they have to be sat in-front of the OTRS interface it focuses them on the content/response they are actually sending back to the customer and instructs the agent to deal with things according to your SLA (if implemented), and I'd rather have that level of quality over speed of hitting reply.
I think I understand your position, and were it not for our problems with content encoding (old system and lots of clients' mail clients sending broken mails), I would prefer for our agents to all use the web interface. But when it's your boss who insists on sticking to his mail client and well-proven workflow, you can argue, but not enforce... Susan
participants (3)
-
Darshak Modi -
Steven Carr -
Susan Dittmar