How to alert customer that ticket has changed

[lhons]

Hi,

we started using OTRS in the way that our customers use customer site (xxxx./otrs/customer.pl). The biggest problem right now is that our customers complain on this system that they don't know that we did any change to the ticket. Only way for them is to expand each ticket and have a look if we changed it (make decision or so on). Is there a way how to modify this customer site in the way customers could see the change directly in the list of tickets. Or is there a way how to send them a email that particular ticket has changed? Thank you very much for any help. It bothers us really a lot.

Leo

[Mydnyte]

What do you mean exactly by the ticket being changed?

My company has set up responses and auto responses for these particular customer notifications.

For example, I have a response set up named "Closing Ticket"
This will open the email window with a closing ticket template.
I send the email off and change the next ticket status to Closed Successful.

You can set this up for anything you would do to a ticket really. I found that this is the easiest way for us to notify clients of ticket updates.
I'm sure there is a better way, as I'm quite new to OTRS myself. But it meets our needs.

[lhons]

Thank you for your reply, I think it helped.

LH