Gerald, What is the add-on for OTRS Subscribers that allow Agent reply via email that you referred to. It sounds like what I am looking for. Thank you! Scott R. Morgan From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: Tuesday, February 03, 2015 7:46 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Agent email response is not getting sent to the ticket originator Anyone who emails the system is a Customer. Agents should reply from the web interface only. (There is an add-on for OTRS Subscribers that allow Agent reply via email). On Tue, Feb 3, 2015 at 6:52 PM, Scott R. Morgan mailto:smorgan@mamafus.com> wrote: When a customer emails our helpdesk, they receive the auto response and our agents are also emailed the ticket. When the agent replies to the email, the originator of the ticket is not getting a copy of the response. The email response is attached the ticket in the portal but the originator is not getting the response. What setting controls this setting? Our users only communicate to helpdesk via email. Our agents communicate both via email (like when they are on the go and on their phone) and also via the portal. I want to make sure that the responses to the ticket are automatically CC’d when the agent responds. Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512-949-3229tel:512-949-3229 Help desk (NEW!) 512-949-3236tel:512-949-3236 Office/Cell (NEW!) scott@mamafus.comhttp://scott@mamafus.com / http://www.mamafus.comhttp://www.mamafus.com/ --------------------------------------------------------------------- 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

Thanks Gerald. Great information. I will take it under advisement. Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512-949-3229 Help desk (NEW!) 512-949-3236 Office/Cell (NEW!) scott@mamafus.com / http://www.mamafus.comhttp://www.mamafus.com/ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: Wednesday, February 04, 2015 10:26 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Agent email response is not getting sent to the ticket originator You'll need to contact OTRS.com for their version of this. https://www.otrs.com/software/otrs-feature-add-ons/ Why it's generally not recommended: http://forums.otterhub.org/viewtopic.php?f=60&t=11247 On Wed, Feb 4, 2015 at 10:15 AM, Scott R. Morgan mailto:smorgan@mamafus.com> wrote: Gerald, What is the add-on for OTRS Subscribers that allow Agent reply via email that you referred to. It sounds like what I am looking for. Thank you! Scott R. Morgan From: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: Tuesday, February 03, 2015 7:46 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Agent email response is not getting sent to the ticket originator Anyone who emails the system is a Customer. Agents should reply from the web interface only. (There is an add-on for OTRS Subscribers that allow Agent reply via email). On Tue, Feb 3, 2015 at 6:52 PM, Scott R. Morgan mailto:smorgan@mamafus.com> wrote: When a customer emails our helpdesk, they receive the auto response and our agents are also emailed the ticket. When the agent replies to the email, the originator of the ticket is not getting a copy of the response. The email response is attached the ticket in the portal but the originator is not getting the response. What setting controls this setting? Our users only communicate to helpdesk via email. Our agents communicate both via email (like when they are on the go and on their phone) and also via the portal. I want to make sure that the responses to the ticket are automatically CC’d when the agent responds. Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512-949-3229tel:512-949-3229 Help desk (NEW!) 512-949-3236tel:512-949-3236 Office/Cell (NEW!) scott@mamafus.comhttp://scott@mamafus.com / http://www.mamafus.comhttp://www.mamafus.com/ --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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