Is it possible to simply send an email to a customer from OTRS. Quite often I need to send an email to a customer from our support email address without the customer having emailed us or generated a ticket. This may be to advise them of an update or similar. At present I am having to use a separate email client program to send these messages.
Chris.
can I simply send an email to a customer
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crythias
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Re: can I simply send an email to a customer
Because of the way OTRS works, it's not practical to send an email without creating a ticket. That said, using the Ticket/Email-Ticket function is the way to do it. Just set next ticket state to Closed.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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Re: can I simply send an email to a customer
Thank's, I hadn't spotted realised we could do that.