[SOLVED] Filter e-mails on a ticket

[Chakr]

Hi,

We want to consider as internal notes replies on tickets from agent e-mails and specifics e-mail addresses.

How can we configure it? Is it possible to handle it with the filters?

Thx,
Chakroun

[crythias]

No. If you want to talk to a customer, use Reply/Response/Templates.

[Chakr]

Not sure if I understood your answer. Or may I wasn't clear enough on what I asked for...

I don't want the customer to see the e-mail sent by an agent from his email (not from OTRS) answering a ticket. I don't want him to see it on the customer portal and I want it to be considered as internal note attached to the ticket. Is it possible?

[crythias]

don't want the customer to see the e-mail sent by an agent from his email

Agents shouldn't be replying via email in the first place, but that said, PostmasterFilter check if email=agent, set the correspondence to an internal type.

Note that an agent's email simply attaches to a ticket, same as a customer, so unless the agent cc's the customer, the customer doesn't get notification that the agent has replied (looking like a customer) to the ticket.

And if the customer is cc'd because the agent replied via email, the customer now has the Agent's sender email address, even if it was hidden in the customer portal.

[Chakr]

Thanks a lot Crythias for your answers.

The notification the customer got is the "Rejected follow up" wich is sent to the person who sent the e-mail (the agent - even if I set the filter to consider it as an internal note the notification is sent) and the customer who raised the ticket is put in Cc. And I found no where to change it.

So for the moment we changed the code and removed the Cc but the customer can still see it on the portal - the notification. And that's what we don't like!