Need ideas on how to send customer email

[jennie]

When a ticket is assigned to an agent, I want an email sent to the customer with the agent that now owns the ticket. Any ideas how?

thanks!

[jojo]

try Notifcation (event)

Please don't post questions in the How To section

[crythias]

Also, you may actually consider whether automatic sending of this type of message is relevant. If the automated response never involves human interaction, does it matter to the customer that AgentX handled the ticket? If there will be human interaction, let the human make the introductory message: "Hi, I'm AgentX. I'll be handling your ticket. May I ask the following questions relevant to your request?"

The default, generic, autoresponse of "We acknowledge you sent the ticket and someone will work on it asap" can fulfill the other part of letting the customer know that *someone* is going to work on it.

[Giulio Soleni]

Hi,
you may also consider to set the Ticket::DefineEmailFrom parameter (in Core::Ticket) as "Agent Name" or better "Agent Name + FromSeparator + System Address Display Name" so that the email received by the customers will report something like "John Smith via OTRS System" in the To field.
But the actual e-mail address will remain the real OTRS system Address.