Reply to Web Ticket with Web Ticket, not email

[bin]

Example: -
User logs in to Customer interface.
Creates Ticket.

Agent sees ticket in Agent interface
It shows as customer - webrequest, but the agent can only reply by email.

Now, what we need to achieve if possible is for the response to NOT be an email - just a reply if you like 'within' the ticket.
It is possible to create the required effect - as far as the customer sees it - by adding an external note or outward bound phone call, but it is a bit clunky.
Is there a way to create a response that is not an email that we can link to this customer's queue?

In effect it means that it will be working like a forum posting if that makes more sense?

Thanks

bin

[crythias]

Your response methods are: Reply, Note External, outbound call, or Forward.

No, not much other than Note External.

[bin]

OK - thanks for that

So, what I'd like to do is to change the subject line of the Note to bring in the ticket subject as seen by the user in the Customer interface.
Digging around I can see that these are probably variables, possibly these?

<OTRS_TICKET_TicketNumber>, <OTRS_TICKET_TicketID>,

I can see the default ticket note subject in Agent:ViewNote but cannot work out what value to put in there to get this to work - obviously just needs Subject only to match

Any ideas please?

Thanks

bin

[jojo]

the customer will always the ticketnumber and subject in his view where he can see the note. So this makes really no sense...

[bin]

Indeed - it was primarily a cosmetic exercise, no big deal.....

bin