How to attach OTRS sent item?

[danieldai]

Previously when we handled customer tickets by using Outlook, if necessary, we attached previous mail conversations (Outlook mail file) into a mail sent to customer. For example, a customer is complaining our services for one case that he has written a mail to confirm completion. Attaching the previous mail can be an evidence.

I haven't found such feature in OTRS. Can it attach previous sent items in OTRS? Any workaround?

[crythias]

The customer ticket interface will show the history for the ticket that includes use of the reply feature and all customer related correspondence through OTRS.

[danieldai]

The customer ticket interface will show the history for the ticket that includes use of the reply feature and all customer related correspondence through OTRS.

thanks for your reply. the thing is we haven't implemented ticket interface.

i received a similar auto reply before from a computer vendor's helpdesk software with attaching my original request. not sure if any possibility that OTRS can do the same or similar.

[crythias]

You should find the article created that indicates the close of the ticket and copy/paste the contents.