OTRS Evalution

[jdeme]

Dear all

We are in the process of evaluating ticketing systems and I'm afraid I was not able to answer all questions as far as concerns OTRS.

I would really appreciate it if anyone could give me a solid answer to the following questions:

1. Can users respond to tickets via emails?
2. Can a ticket be marked as private (be invisible to customers)?
3. Can ticket comments/articles be marked as private (be invisible to customers)?


Thank you in advance

Joanna

[Wolfgangf]

for all 3 questions: yes you can

1. Can users respond to tickets via emails?

sure - can answer to mail from OTRS this updates the ticket histoy

2. Can a ticket be marked as private (be invisible to customers)?

just don't add them as Customer to this ticket - no need for extra flag "private"

3. Can ticket comments/articles be marked as private (be invisible to customers)?

yes socalled notes