classification and aggregation updated of tickets in OTRS

[michelmb]

Hello community

I am new to OTRS - 3.0.4
My role is to configure it for use with some clients and
happens that I have the following doubts in the case of my business;

Case 1

the client sends a message via email and this creates a new ticket in otrs - classifying it as the customer id to a queue (qeue).

doubt
how do I classify this new OTRS ticket priority and a second service?


Case 2

to receive an update on a message that my client sent (it will always send via e-mail messages, both opening new call when updating this information.

doubt

how can I configure OTRS so that when you receive a second e-mail about the same then group called the OTRS this second email to the original call? how do I deal with this issue in OTRS?


thanks for any light

[HervE]

Hello,

Case 1
I'm not sure what you want to do.
If your customer is already defined in OTRS as customer user with his e-mail address, then his incoming mail will be automatically identified to his customer id.

Case 2
Actually there are 2 possibilities:
Subcase 2.1
a) Your customer sends you a message, which creates a ticket inside OTRS.
b) You (or any agent) reply to this ticket.
c) Your customer replies to you with a second message.
In this subcase the second message comes into the same ticket because it is identified by ticket#XXXXXXX in the subject of the mail.

Subcase 2.2
a) Your customer sends you a message, which creates a ticket inside OTRS.
b) Your customer sends you a second message before you had time to reply first.
In this subcase the second message creates another ticket, which you have to merge to the first one.

Hope it helps.
Regards,
HervE