If you don't want to use the system, why all that trouble?? Just use Outlook.... But you can better USE OTRS and have all the nice things, all you can not get in Outlook. Especially when you have more than one or two agents handling the tickets. So let them log in OTRS and use it to its full power. They will enjoy it! Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Namens Peake, Jeremy Verzonden: donderdag 19 januari 2006 17:15 Aan: User questions and discussions about OTRS.org Onderwerp: RE: [otrs] Agent reply to ticket notification Oops, let me clarify I can do 1-3 fine. #4 isn't working for me. Instead of going to the OTRS web and composing the email there, can the agent simply reply to the notification in order to get a response to the user (using Outlook, not logging into the OTRS system) -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Richard Mollel Sent: Thursday, January 19, 2006 9:48 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Agent reply to ticket notification OTRS can do all four.... #3 can is achievable via compose email on the ticket screen. Infact, i have found out that i can have pre-composed replies and select which one to use, if you do encounter repetitive questions. _Thanks Richard --- "Peake, Jeremy" wrote:

Can OTRS do this:

1) A user sends in a ticket via email.

2) The queue agent gets a notification (via email) with the ticket details

3) The agent replies to the ticket notification with a response to the user

4) The OTRS server adds the agent response to the ticket and sends it to the original user

It looks like it does everything except send the agent's response back to the user

Thanks Jeremy P

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