newbee question about follw-up

[Bebel91]

Hello,

We have just started using OTRS. Here is my problem:


1. A client has sent a email
2. The email appears in the dashboard, under new ticket. The ticket is "open" Fine.
3. An OTRS user , an agent, open this new ticket and answer to it. the ticket is "open"
4. two minutes, or hours, or days later the client answer to this mail. The ticket is always 'open'

But, where can I find now this ticket, waiting for the answer of the OTRS user, after the answer of the client ?

I dont see it in the dashboard, I mean, I see it, but with dozens of other tickets, and I have to open each one to find the ticket waiting for the OTRS user answer.

How a OTRS user can know a client has answered the last email he has send ?

Thank you for your help.

[jojo]

he can get a FollowUp Notify by email, the (locked) ticket screen has also a subscreen with tickets having new articles.

[skullz]

Set follow-up notification to Yes in Agent Profile..
you also can use notification event..

[Bebel91]

Thank you!