OTRS Customer Response

[flippertom]

We have a customized module which sends a link to the customer when a ticket is solved.
The response is recorded as an article and is visible to the agents but not visible to the customers.
What should I look for or what should I change so that these articles are visible to the customers too?
Any pointers will be appreciated.

[jojo]

why do you use a customized module? Did you try the OTS Ticket notifications?


what article type are you currently using?

[flippertom]

why do you use a customized module? Did you try the OTS Ticket notifications?


what article type are you currently using?

The customized module has 2 buttons(satisfied? - yes,no) to record the customer response along with the comments.
If customer clicks on yes, status changes from solved to closed and when no is clicked status changes from solved to open.

I'm currently searching for the article type. Maybe that is the key to solving this.

[jojo]

yes, you need an external article type