Hello, In essence what we require is an OTRS email relay function. Here is a breakdown of what should happen. Customer sends an email to support@mysite.com A ticket is created in OTRS and assigned to a support person, whomever was next in que (lets call the support person Joe). When the ticket is generated a notification email is sent to Joe. The notification should contain not only the notice that a new ticket exists, but also the full text of the original customer email. The support person, then replies from his outlook, blackberry or whatever email client, which is routed back through OTRS for tracking purposes, and then forwarded to the client. Now here's the trick. We don't want to expose Joes email address to the client, and we don't want Joe to respond directly to the clients email either. Essentially all the email should go through support@mysite, with OTRS handling the stripping and replacing TO and FROM as needed. If there is any back and forth it should proceed exactly like this, except that all questions (on the same issue), should keep going to the same support person, for continuity purposes. I sent an email to sales@otrs.com and they say that the feature is already in OTRS but I cannot seem to find it anywhere, nor instructions on how to enable it. I've read through the admin manual and maybe I'm missing something critical, could someone please explain to me how this can be done? Thanks in advance, Sincerely, Steve Morrey
Steve Morrey wrote:
In essence what we require is an OTRS email relay function.
Here is a breakdown of what should happen. Customer sends an email to support@mysite.com A ticket is created in OTRS and assigned to a support person, whomever was next in que (lets call the support person Joe). When the ticket is generated a notification email is sent to Joe. The notification should contain not only the notice that a new ticket exists, but also the full text of the original customer email. The support person, then replies from his outlook, blackberry or whatever email client, which is routed back through OTRS for tracking purposes, and then forwarded to the client.
Now here's the trick. We don't want to expose Joes email address to the client, and we don't want Joe to respond directly to the clients email either. Essentially all the email should go through support@mysite, with OTRS handling the stripping and replacing TO and FROM as needed. If there is any back and forth it should proceed exactly like this, except that all questions (on the same issue), should keep going to the same support person, for continuity purposes.
I sent an email to sales@otrs.com and they say that the feature is already in OTRS but I cannot seem to find it anywhere, nor instructions on how to enable it. I've read through the admin manual and maybe I'm missing something critical, could someone please explain to me how this can be done?
I don't believe OTRS lets agents reply to tickets by e-mail. Nils Breunese.
Hi Steve,
Steve Morrey wrote:
In essence what we require is an OTRS email relay function.
Here is a breakdown of what should happen. Customer sends an email to support@mysite.com A ticket is created in OTRS and assigned to a support person, whomever was next in que (lets call the support person Joe). When the ticket is generated a notification email is sent to Joe. The notification should contain not only the notice that a new ticket exists, but also the full text of the original customer email. The support person, then replies from his outlook, blackberry or whatever email client, which is routed back through OTRS for tracking purposes, and then forwarded to the client.
Now here's the trick. We don't want to expose Joes email address to the client, and we don't want Joe to respond directly to the clients email either. Essentially all the email should go through support@mysite, with OTRS handling the stripping and replacing TO and FROM as needed. If there is any back and forth it should proceed exactly like this, except that all questions (on the same issue), should keep going to the same support person, for continuity purposes.
Why does the agent not use the web interface with the email answer feature. This allows the administrator to create templates to speed up the answering for basic questions or standardized problems. You could setup a very complicated GenericAgent to do striping/replacing and setting of triggers to automate some of the tasks you are looking for, but I think that this is not the best way. If you clients are using web enabled portable devices, then this should be simple enough.
I sent an email to sales@otrs.com and they say that the feature is already in OTRS but I cannot seem to find it anywhere, nor instructions on how to enable it. I've read through the admin manual and maybe I'm missing something critical, could someone please explain to me how this can be done?
I don't believe OTRS lets agents reply to tickets by e-mail.
Out of the box, Nils is correct. As stated before, it is desired that the agents answer from the portal. Based on the queue setting, a team address will be used to send to the customer.
Nils Breunese. _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/
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participants (3)
-
Nils Breunese (Lemonbit) -
Shawn Beasley -
Steve Morrey