Communication between agents and customers
-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 All, Do I understand correctly that the only email-communication an agent can have between him and the customer is when he closes the ticket? I mean when an agent adds for instance a "note" this note can only be seen internally. The customer only sees emails about owner changes, queue changes and state changes. Is there a way to add intermediate notes that the customer also receives? Sort of like keeping someone "up-to-date" or "keeping you informed"? Thanks, Mark -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFBjer48SFyUHWnEvMRAmSSAJ9F58zLbkAug09cRcP90JT3J91S8wCdHLia PHGW4qzxziUbcxu9Co1nB3M= =ZOZj -----END PGP SIGNATURE-----
hi, you can enable also external notes which can also be seen by customers. Check the Defaults.conf file. I think the only difference between a note and an email is the emails content is being sent by email.
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All,
Do I understand correctly that the only email-communication an agent can have between him and the customer is when he closes the ticket?
I mean when an agent adds for instance a "note" this note can only be seen internally. The customer only sees emails about owner changes, queue changes and state changes.
Is there a way to add intermediate notes that the customer also receives?
Sort of like keeping someone "up-to-date" or "keeping you informed"?
Thanks, Mark -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org
iD8DBQFBjer48SFyUHWnEvMRAmSSAJ9F58zLbkAug09cRcP90JT3J91S8wCdHLia PHGW4qzxziUbcxu9Co1nB3M= =ZOZj -----END PGP SIGNATURE----- _______________________________________________ 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 oder Consulting f?r Ihr OTRS System? => http://www.otrs.de/
2004-11-07, v keltezéssel 10:29-kor Mark Maas ezt írta:
Do I understand correctly that the only email-communication an agent can have between him and the customer is when he closes the ticket?
No. You can reply via e-mail (see right "panel"). That is the simple way to send e-mail to to customer. You have to create some e-mail template to use. On my default installation I see an "empty answer", which means you have to write the message yourself when you send reply. You can create more, for example a "read faq" type one :)
I mean when an agent adds for instance a "note" this note can only be seen internally. The customer only sees emails about owner changes, queue changes and state changes.
A note is (by default, but can be changed) an internal message to yourself or to an other agent who takes your ticket. Regards, Slapic
Czakó Krisztián wrote:
2004-11-07, v keltezéssel 10:29-kor Mark Maas ezt írta:
Do I understand correctly that the only email-communication an agent can have between him and the customer is when he closes the ticket?
No. You can reply via e-mail (see right "panel"). That is the simple way to send e-mail to to customer. You have to create some e-mail template to use. On my default installation I see an "empty answer", which means you have to write the message yourself when you send reply. You can create more, for example a "read faq" type one :)
I mean when an agent adds for instance a "note" this note can only be seen internally. The customer only sees emails about owner changes, queue changes and state changes.
A note is (by default, but can be changed) an internal message to yourself or to an other agent who takes your ticket.
Regards, Slapic
Ah, thank you, I'm a *DUMBA***... Should have seen that... Thanks again, Mark
participants (3)
-
Czakó Krisztián -
Erol YILDIZ -
Mark Maas