tracking ticket

[machadoa]

Hello

I want to know when the customer receives an email from OTRS (following a response technician OTRS for the ticket opened by the customer) can reply to this email and its reply is automatically implemented in tracking ticket on OTRS.

Thank you

[wheelshot]

Hi,

You should see all communications between the agents and the customer in the list of articles in your ticket. Be sure to check out for external-email type thought cause note-external doesnt mean that customer receives an email. It means that the note is accessible on the web UI by the customer.

[machadoa]

Ok thanks .

I find the solution , my email address was not set up correctly in the tab "Admin" > " Email Addresses" ....