Customer notifications for other tickets

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kirio77
Znuny newbie
Posts: 3
Joined: 04 Aug 2022, 00:03
Znuny Version: OTRS 6
Real Name: Václav Hrabal

Customer notifications for other tickets

Post by kirio77 »

Hello, is there an option in OTRS for a customer to follow up (receive notification emails about new notes) on a ticket they did not create? Thank you.
shawnbeasley
Znuny Employee
Posts: 132
Joined: 13 Sep 2021, 09:38
Znuny Version: Znuny 6.3.x
Real Name: Shawn Beasley
Company: Znuny

Re: Customer notifications for other tickets

Post by shawnbeasley »

A customer only needs the ticket number in the subject of the mail to followup on any ticket. Additionally, if they have received a mail from a ticket, they can just respond there. If they belong to the same company, they can also use the web frontend to follow-up on all the companies tickets.

So yes, there are many options. :D
kirio77
Znuny newbie
Posts: 3
Joined: 04 Aug 2022, 00:03
Znuny Version: OTRS 6
Real Name: Václav Hrabal

Re: Customer notifications for other tickets

Post by kirio77 »

Thank you for your response.
In our case, the customer accesses OTRS via the customer interface. He does not work with emails, he only receives notifications via email.
Is there any setting in OTRS6 so that, for example, every user who responded in a given ticket via the customer interface receives a notification?

Thank you.
shawnbeasley
Znuny Employee
Posts: 132
Joined: 13 Sep 2021, 09:38
Znuny Version: Znuny 6.3.x
Real Name: Shawn Beasley
Company: Znuny

Re: Customer notifications for other tickets

Post by shawnbeasley »

kirio77 wrote: 05 Aug 2022, 12:22 Is there any setting in OTRS6 so that, for example, every user who responded to a given ticket via the customer interface receives a notification?
There is no real type of subscription function. The user can see company the company ticket, but gets no mails unless directly addressed. There are surely some options, or custom engineering.
kirio77
Znuny newbie
Posts: 3
Joined: 04 Aug 2022, 00:03
Znuny Version: OTRS 6
Real Name: Václav Hrabal

Re: Customer notifications for other tickets

Post by kirio77 »

Hello, I understand. Thank you
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