Auto Follow Up
Moderator: crythias
Auto Follow Up
I am having problems getting the Auto Follow Up feature to work. I have created an auto follow up response and assigned it to the correct queues, but when I close a ticket in the queue it does not send an email to the customer as expected. Is there extra setup that is needed or any other reason that the auto follow up email is not being sent? Agent notifications work, so I do not believe it is a problem with the email system or settings.
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crythias
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Re: Auto Follow Up
It's not supposed to. You're supposed to use a reply to talk to your customer.slowstuff wrote:when I close a ticket in the queue it does not send an email to the customer as expected.
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Re: Auto Follow Up
We only do phone tickets for tracking purposes and there isn't a reply option as far as I can tell. What exactly is the auto follow up response supposed to do? The manual is fairly vague.crythias wrote:It's not supposed to. You're supposed to use a reply to talk to your customer.slowstuff wrote:when I close a ticket in the queue it does not send an email to the customer as expected.
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crythias
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Re: Auto Follow Up
When a customer sends an email reply to an existing ticket, this automatically responds to the customer "Thank you for your sending additional information on the ticket."slowstuff wrote:What exactly is the auto follow up response supposed to do?
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Re: Auto Follow Up
Is there any way to setup OTRS to automatically send an email to customers once their ticket has been closed?
Re: Auto Follow Up
how the customer should now the solution then?
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crythias
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Re: Auto Follow Up
Read my first response to your question again.slowstuff wrote:Is there any way to setup OTRS to automatically send an email to customers once their ticket has been closed?
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Re: Auto Follow Up
Read the first sentence of my reply again, then read my question again ....crythias wrote:Read my first response to your question again.slowstuff wrote:Is there any way to setup OTRS to automatically send an email to customers once their ticket has been closed?
1 - there is no reply option for phone tickets that I can see.
2 - AUTOMATICALLY send an email.
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crythias
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Re: Auto Follow Up
This is not relevant to the answer to your question.slowstuff wrote:1 - there is no reply option for phone tickets that I can see.
This was answered in the link in my first response to your post. Did you read it?slowstuff wrote:2 - AUTOMATICALLY send an email.
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