Customer notifications for other tickets
Moderator: crythias
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- Znuny newbie
- Posts: 3
- Joined: 04 Aug 2022, 00:03
- Znuny Version: OTRS 6
- Real Name: Václav Hrabal
Customer notifications for other tickets
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.
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- 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
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.
So yes, there are many options.
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- Znuny newbie
- Posts: 3
- Joined: 04 Aug 2022, 00:03
- Znuny Version: OTRS 6
- Real Name: Václav Hrabal
Re: Customer notifications for other tickets
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.
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.
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- 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
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.
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- Znuny newbie
- Posts: 3
- Joined: 04 Aug 2022, 00:03
- Znuny Version: OTRS 6
- Real Name: Václav Hrabal
Re: Customer notifications for other tickets
Hello, I understand. Thank you