Email Notification when Agent Adds Note

[jflanagin]

Hello,

I'd like to set up when an agent adds a note via the web interface that the customer will get a notification via email along with whats included in the note. I've tried setting up an even but just the agent gets the notification.

[jojo]

for inform customers use the reply function of OTRS, not the note

[jflanagin]

When I select reply from the drop down box there is nothing. Now i know you can select predefined responses when you set them up but can you create a reply from scratch?

[jojo]

just assign the empty response to all queues

[jflanagin]

Worked like a charm. Thanks!