Customer Notification

[santoshsaripelli1]

Hello All,

1)when agent creates the new phone ticket in behalf of any customer, then the new ticket creation notification does not sent to customer. I have enable the auto response and update the email ID of customer. Agent or resolver person get the notification that new ticket is created and you are the owner.

2) How we can display the client Name on the top of the OTRS screen.

I am waiting for the fast response.

Regards,
Santosh

[crythias]

new ticket creation notification does not sent to customer. I have enable the auto response and update the email ID of customer

Also the AutoResponse is to be attached to the Queue.

Please, as in your ticketing system, create separate topics (tickets :) ) for each item to address.

[santoshsaripelli1]

Hello,

Thanks for your email,

I have attached the auto response to queue also, but the customer didn't get the emails for new ticket creation as well as ticket close notification.

Please suggest me how it works?

Regards,
Santosh

[crythias]

Check the history if the notification was sent. Also there is no stock close ticket notification. It is assumed humans will talk to humans about the close status via reply/response.

[santoshsaripelli1]

Thanks for your reply.

It is bit tough for me that i didn't found any notification in History Table. I also need if the ticket get in closed status then customer need to be notify that his ticket is get closed, so could you please help me how i can achieve this Task.

Regards,
Santosh

[crythias]

Email tickets send to customer.
Use a Reply/response with next state closed to tell the customer how you resolved the ticket.

[santoshsaripelli1]

Thanks,

I am not getting exactly. Reply/Response means? Do i need to config some where?

Please clear me. Sorry for inconvenience.

[crythias]

Reply/Response means? Do i need to config some where?

This would be the interaction that you should know how to do to communicate with your customer from the ticket via TicketZoom.