Hide messages without customer email from the Customer interface
Hi folks I have been running OTS for years here without smoothly. Recentlly we wanted to give our customer access to the Customer interface, however faced an issue that perhaps some of you can advise about. When a ticket is opened by the customer on the course of the conversation we send emails internally tor to our suppliers for something related to the resolution of that ticket, without of course including the customer's email. If the customer logs in on the Customer interface he can see those emails. Any chance that can be hidden or filtered to only those emails which includes his email address or a group of emails from people from the same customer's company ? Thanks Regards, Fernando Frediani
I'd suggest splitting the ticket to converse with the supplier. On Mon, Mar 7, 2011 at 6:17 AM, Fernando Frediani (Qube) < fernando.frediani@qubenet.net> wrote:
Hi folks
I have been running OTS for years here without smoothly. Recentlly we wanted to give our customer access to the Customer interface, however faced an issue that perhaps some of you can advise about.
When a ticket is opened by the customer on the course of the conversation we send emails internally tor to our suppliers for something related to the resolution of that ticket, without of course including the customer’s email.
If the customer logs in on the Customer interface he can see those emails. Any chance that can be hidden or filtered to only those emails which includes his email address or a group of emails from people from the same customer’s company ?
Thanks
Regards,
*Fernando Frediani*
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You mean create a new ticket ?
What about when you need to forward some question the customer sent you to someone internally and has to get that logged into the ticket but don't want customer to see the internal conversation ?
Fernando
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young
Sent: 07 March 2011 14:17
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Hide messages without customer email from the Customer interface
I'd suggest splitting the ticket to converse with the supplier.
On Mon, Mar 7, 2011 at 6:17 AM, Fernando Frediani (Qube)
Hi Fernando,
you may want to set article type to something like "email intern". Customers
will not see that - they will see an answer coming in by mail though, so I
too think, splitting the ticket will be the best choice for you.
Greetings
Jan Dreyer
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
Fernando Frediani (Qube)
Sent: Monday, March 07, 2011 3:19 PM
To: 'User questions and discussions about OTRS.'
Subject: Re: [otrs] Hide messages without customer email from the Customer
interface
You mean create a new ticket ?
What about when you need to forward some question the customer sent you to
someone internally and has to get that logged into the ticket but don't
want customer to see the internal conversation ?
Fernando
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
Gerald Young
Sent: 07 March 2011 14:17
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Hide messages without customer email from the Customer
interface
I'd suggest splitting the ticket to converse with the supplier.
On Mon, Mar 7, 2011 at 6:17 AM, Fernando Frediani (Qube)
Just for clarification, we're talking about clicking "Split" on the current ticket and assigning the vendor (for instance) as the new customer on the split. These tickets are linked for agents, but the customer won't have access to the split (second) ticket.
participants (3)
-
Fernando Frediani (Qube) -
Gerald Young -
Jan.Dreyer＠bertelsmann.de