How to disable mail response from agent?

[camilonavarrete]

Hi!

I trying to disable the agente response through mail and let notifications only.

Example:

- Customer create a ticket
- Ticket was created
- Agent reply Hello
- Customer receive mail with response hello.
- Customer receive a notification that her ticket has been updated.

How can i to remove a mail with Hello response?

Thanks!!!

[jojo]

Agent need to use Note for this case. But please be reminded that no Quotes of the orginal mails would be available. By design OTRS uses mail as main communication channel

[camilonavarrete]

Agent need to use NNote for this case. But please be reminded that no Quotes of the orginal mails would be available. By design OTRS uses mail as main communication channel

Many thanks!

Whats is Nnote??

My idea is use OTRS as comunication way only.
The problem to send a reply to customer mail is that allow a misconduct to reply from mail and not through Customer dashboard.