Agent reply to custer via email

[jstefanovic]

My boss wants agents to be able to reply to tickets via email (which is possible)
but he wants a customer to receive agent's reply as well (which may not be possible in free version)

is this double with free version somehow?

Many thanks!!!

Jan

[jojo]

Agents have to use the webinterface to communicate to customers. Using direct mail voids the befits of using a powerful ticket ssystem, like response templates and encryption.

There is a module for OTRS Business Solution™ Customers, so as your boss wants the functionality he might also want to pay.