On Mon, May 27, 2013 at 8:16 PM, Gerald Young wrote:

no. That would just create another article. But that article might have the ticket flow if it's a reply.

Thanks Gerald. Apologies for not having explained in the first instance. For example Person A (End User/ Customer) shoots a email to portaloncall@mydomain.com. OTRS generates a ticket with ID :- 00000111 in the system and sends out an email to agents X, Y and Z who are subscribed to portaloncall@mydomain.com. Now Agent X replies to the ticket with ID :- 00000111 using gmail web interface corporate account, is there a way if the reply by Agent A gets appended and then when Agent B replies to the same ticket ID :- 00000111 after Agent A. will there be a similar fashion like the below Person A What is the helpdesk emailid Agent A replies support@mydomain.com Agent B replies saying the correct emailid is customersupport@mydomain.com and not support@mydomain.com Which gets appended to the ticket ID 00000111. For example if the Manager who logins to the OTRS Dashboard who in turn manages the queue seeing both replies from Agent A first and Agent B next similar to a gmail conversation format. Let me know if I am not explaining the issue correctly or need any additional information. Regards, Kaushal

I'm not sure if I understand your question correctly, so do correct me if I misunderstood. Agents may reply to tickes over e-mail, keeping the ticket number in the subject line, but the articles will get appended to the ticket just like regular answers from customers. If you need to identify these e-mails as agent responses, or even perform further actions on the ticket, maybe you could use the Agent Email Interface add-on [1]. I haven't installed or used it, but it does look interesting. -alf delgado

On 31 May 2013 18:33, Alf Delgado wrote:

Forgot to add the link. Here it goes:

[1] http://www.otrs.com/en/software/otrs-help-desk/features/otrs-feature-add-ons...

You have to pay for that add-on, it's not included in the OSS version.