Coul Agent modify a ticket using email?

[robertoraguseo]

Hello,
is it possible to accomplish the following steps using OTRS?
1) customer sends email to OTRS and a ticket is opened.
2) Automated Jobs put the ticket in a predefined queue and assign it to a Agent. A Notification email is sent to him.
3) Agent cannot access theweb, but only the email system: could he process the ticket (append solution, change state and attributes) using the email?

Could you please help me on step 3)?

Thanks in advance.
Roberto Raguseo

[jojo]

this is not intented as the agent won't see all needed information. Also there are several

But there is a feature add on for support customers which will allow some work to be done by email

[robertoraguseo]

Thank you for the quick reply. I was thinking to a scenario where the Agent needs to change the status of the ticket and only the email system is available to him. Is it possible to do that? Could you point me to a documentation of this, if possible? Is there an add-on for doing that?

Regards,
Roberto Raguseo

[crythias]

Note that anything an agent will do to reply to a ticket via email can be parsed through PostMaster Filters, including looking for ##hastags that do things. Be careful, as all normal correspondence via email is assumed to be customer and there's no real way to tell a customer from an agent via email.

[jojo]

http://www.otrs.com/en/software/otrs-he ... ce/#c39714

[robertoraguseo]

Thank you very much for your replies!

Regards,
Roberto Raguseo