how allow customer to reply when ticket not in his queue

[ali asiri]

In our scenario customers are assigned to one queue only, the “Default” queue. All tickets go into the Default queue when created. From there they are moved into Software or Hardware queue for further processing. This usually includes an owner change to another agent assigned to Hardware or Software queue. After that move customers can no longer directly respond on the ticket because they can no longer see the note template.

How can we allow customers to reply nevertheless? Is there a configuration item which can be changed accordingly?

[crythias]

Customers should still be able to reply via email.

[jojo]

don't use Customer Group Support. Which makes them able to see all their tickets.

[heinrich_neumann]

We have the same problem; as soon as a ticket is moved into another queue the customer
still can see the ticket (what we want) but cannot reply, neither via note nor via email!?
We also use customer group support to ensure all tickets go into one queue and customer
can choose a certain service/SLA which is associated with that queue.
How can this be done without using customer group support?
Thanks --heinrich

[jojo]

you can set the queue where tickets can be created via webfrontend in SysConfig

[heinrich_neumann]

Customers should still be able to reply via email.

Hi Crythias,
as far as I can see customers can only reply on a specific ticket when they have "rw" permissions on the Queue
containing the ticket.
Please, correct me if I'm wrong.
In our case, we have a "Default" queue for all new tickets and a "default" group assigned to that queue.
Customers have been given rw permission on that queue via CustomerUsers-Group Management.
Now, as soon as a ticket leaves that queue the ticket disappears from customer interface which
usually makes sense, I agree. Except in one case, namely when the Agent needs more input from the customer,
in our case a screenshot. Currently we move the ticket back into Default queue which normally requires another Owner
change before, soo that the customer can see the ticket again and send the requested info via email template
which than will be attached to the Ticket Zoom.
Would there be an easier way to handle those kinds of requests where customer and agent need to inter-act more
frequently.
Vielen Dank in advance --heinrich

[jojo]

just write an email to the customer...