Good day to all OTRS experts,
I am new to OTRS and have a query regarding a scenario which is quite frequent in the Helpdesk environment.
Scenario:
Agent A has Ticket 1234 to work on, but he needs information from the customer.
He sends an email to the customer using the Compose Answer (email): function requesting for more information from the customer.
Customer receives email(from Agent A) from OTRS system, and the customer replies directly to the email sent by OTRS system.
May I know how it is possible to configure the customer's reply to be received by OTRS system and be added into Ticket 1234's case history as a note?
I know some Helpdesk systems out in the market have this function so that every communication with the user can be logged and documented in the Helpdesk system.
Thanks.
Reply from customer updated into case note
Moderator: crythias
Re: Reply from customer updated into case note
Good day to fellow OTRS users,
There are no feedback so far, does it mean that this is not possible?
Please kindly advise.
Thanks.
There are no feedback so far, does it mean that this is not possible?
Please kindly advise.
Thanks.
Re: Reply from customer updated into case note
Yes, this is default behavior of OTRS.
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"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com