Why Agents should not reply to tickets via email

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crythias
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Znuny / OTRS Version: 5.0.x
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Why Agents should not reply to tickets via email

Post by crythias »

It's easy to spoof being an agent.
Agents can't (easily) submit tickets via email if there is a workaround.
OTRS can't easily separate the difference between who is a customer and who is an agent.

For more reading on this:
viewtopic.php?f=53&p=29516 How some have done it
viewtopic.php?f=61&t=8221 Why it's not recommended
viewtopic.php?f=61&t=10176 More back-and-forth on it.

The established OTRS answer is that it's not supported and strongly discouraged for Agents to reply to tickets via email.
It's not as if it's impossible to do it, but you should understand the pitfalls associated with Agents not using the Web Interface.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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