Hello, It should be possible to do the same thing with the web interface. A customer creates a ticket with the web interface. As soon as action is taken on the ticket in the selected queue, the customer will get an email; if the settings for the queue are setup properly. I also use the email auto responses as well. However one must be careful when combining the two. I combine the email option to open a ticket with the web option to send updates. This prevents the customer from openening a new ticket when only desiring a followup. Best Wishes,   Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6   LPIC - 1 Cargo Future Communications GmbH Building 1335 D-55483 Hahn-Airport   Tel.    +49 6543 983 113 Fax    +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley@dlh.de Web:  http://www.cfc-callcenter.com   -----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Boniforti Flavio Gesendet: Donnerstag, 10. August 2006 18:03 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Customer limitations: just "New ticket" Nils Breunese (Lemonbit Internet) ha scritto:

I would just let your customers send an e-mail to the OTRS system. See chapter 7.2 in the manual (http://doc.otrs.org/2.0/en/html/x1244.html) for more information.

I'll be using it as you suggested (email inquiries get into the queue and then an Agent takes care of them). Now, how may I be using automatic replies for my users? I mean something like: "Your inquiry has arrived" and then "your inquiry has been solved"... Thanks, -- ---------------------------------- Boniforti Flavio Provincia del Verbano-Cusio-Ossola Ufficio Informatica Tecnoparco del Lago Maggiore Via dell'Industria, 25 28924 Verbania ---------------------------------- _______________________________________________ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/