Staff reply to tickets through email

[hypex]

Hi there,

Just a quick question, is it possible for staff to reply to support tickets via email ? Example process:

• Client emails support@domain.com
• OTRS recieves and assigned and sends the email to Staff member
• Staff member replies via email
• Process continues via email (all being recorded through OTRS)
• Staff member logs into OTRS to close the ticket or if possible sents a final reply with a blank body or keyword "close" to close the ticket.

Thanks

[jme]

This should be great, i'malso interested to that thing

[crythias]

This works already, except it is posted as an external note by default and notification for that to the customer via email doesn't happen by default. I believe I'll need to use a response or notification (event) for note externals.

[jme]

Hi,

How do you configure the event notification?

1)Customer send a e-mail tu support@....
2)Tech receive a notification e-mail in outlook
3)Tech answer from Outlook to support @... ( OTRS)
4)Customer receive e-mal from OTRS
5) Customer answer to support@....

Thx

[crythias]

If a tech responds to a ticket, how does that show in *your* logs?

For mine (and that's because I'm using OTRS internally with the same ldap source for both agents and customers) a response shows as a Note External. So, I'd create a Notification (Event) on (I think)
Event: Article Create
Article Type: email-external

[jme]

Hi,

i've test it but the notification goes to the tech not to the customer.

i've configure

Destination : Client
Event: Article Create
Article Type: email-external

But in the ticket the tech is seen as a client.

[Meettya]

Hi all!
I really neeeeed possibility to tune OTRS work with ticket via e-mail.

Our support-girls now worked with client request in mail-agent ( such as Bat ), often in OFF-line mode. They connect to net, download some e-mail, disconnect, write answers, then connect again and send all mail at once. ( I cant change this order, no way to change ).

So, in other hand, I need to setup OTRS on our support, my boss want that.
Is it REALY possible to customize OTRS to make e-mail channel work as jme wrote:

1)Customer send a e-mail tu support@....
2)Tech receive a notification e-mail in outlook
3)Tech answer from Outlook to support @... ( OTRS)
4)Customer receive e-mal from OTRS
5) Customer answer to support@....

And, if answer is 'YES', how I can do this?
Step-by-step, please, I newbie in OTRS ( so, I use perl API ticket creation, than I dont dumb )

Thanx in advance.
( Sorry for my English, my mother tongue is Russian )

[dang]

I need it too. Can someone post HowTO?

[tdeklein]

Just add the headers

X-OTRS-FollowUp-SenderType: agent
X-OTRS-FollowUp-ArticleType: email-external
X-OTRS-Loop: true

in your MUA to your reply mail, get that mail into your OTRS (i. e. by BCCing it), see to it that it gets added to the ticket (by ticketnumber in Subject, or by activating additional OTRS checks) and it will get recognized as an reply just as if you had replyed via the OTRS webmailer.

Although agents are meant to use the webinterface this works fine for me.

Cheers
Thomas

[cici6160]

Curious, has anyone else got this working? If i add the header "X-OTRS-Loop: true" then the person who sends the original request no longer gets the auto response stating that the ticket has been created. Also, the agent who reply's to the email still gets the auto update message.

[cici6160]

never mind, i read your email wrong. What i really need to know is how to add x-headers to outgoing email in outlook. Any add-ins for outlook 2007/2010 that someone can recommend?

[tdeklein]

Hi,

never mind, i read your email wrong. What i really need to know is how to add x-headers to outgoing email in outlook. Any add-ins for outlook 2007/2010 that someone can recommend?

I use mutt, where it is quite easy to add the headers on the fly. If your MUA is unable to do this, maybe you could do it on your MTA by configuring transports that add the headers. Some collegues who use outlook/exchange did this. So if you for example want to reply an close the ticket, you would bcc it to tts-close@example.com and if you just want to reply you would bcc it to tts@example.com and depending on the address you use your MTA adds the neccessary headers.

Cheers
Thomas

[gulas]

hiii,

im troubling with this, can anyone help me plz..

i want the agent and customer reply the tickets by emails....

ex: customer:opens the ticket in web interface
agent: receive the notification on email about new ticket, and just click reply and send the response to customer.
customer : gets the response on his email, and also stored the response on otrs.
and thats continues until the agent close the ticket..

what i have to do have this ?

thanks

[tdeklein]

Hi,
look at this
http://forums.otrs.org/viewtopic.php?f=61&t=7162#p28201

Cheers
Thomas

[gulas]

tdeklein,

thanks.. i already add the x-headers on core::Postmaster, but nothing changes. do i need to do something else ?!

[maureliosilverio]

In my case the customers are sending and receiving messages directly to email after open a ticket. But these messages are not stored inside OTRS tickets. How can I do this?

[jojo]

How are the mails sent?