customer ticket story

[michele_petrazzo]

Hi all,
like now into my otrs system I have more than one agent. Normally, an agent open a phone ticket, assign it to a queue and to a agent. The second one open it, work it and close it. All works.
Now I want to show the ticket story to my customer, so I already implement the otrs/customer.pl and the customer can login and show its tickets, but... only the first one (that open the ticket itself), but not all the "story".

How do it?

Thanks

[crythias]

Customers won't see internal notes, for instance. That's generally a good thing, so you can discuss an issue with your team without having to be completely diplomatic about it. (The customer complains that the cup holder is broken. Can you believe that?) (How much is our cost on the repair?)

[michele_petrazzo]

Thinking deep, you are right
But there is the possibility to "flag" a internal post (like the last and closing one) for make the customer see my notes?

Thanks

[crythias]

Yes. You make the note external or use a reply message.