Customer reply goes directly to e-mail.

obnoxiousmime · Post by **obnoxiousmime** » 12 Aug 2010, 10:20

When I use the OTRS web interface to reply to a customer's ticket, it leaves a record.

However, when I reply to a customer it send them an e-mail that they can directly respond to using their e-mail client. Their e-mail response goes to my e-mail client and is not recorded by OTRS. This defeats the whole purpose of keeping the ticket record.

I could not find a way to adjust this in the settings. Is this just how OTRS works?

I could also not find settings that allow me to adjust what the customer sees in their create new ticket window. I don't want them to be able to choose from all the Queues, I just need them to see one queue, or even no queue at all. I don't want them to be able to select priority. Are these requirements not possible in OTRS?

jojo · Post by **jojo** » 12 Aug 2010, 10:36

It seems that you configured OTRS to use your address as OTRS sender address. Thats wrong!

obnoxiousmime · Post by **obnoxiousmime** » 12 Aug 2010, 11:26

How do I adjust that? I'm just starting out.

pokyu01 · Post by **pokyu01** » 12 Aug 2010, 13:00

obnoxiousmime wrote:How do I adjust that? I'm just starting out.

hello,

you have to adjust email adress by queue which the current ticket belongs. It can be done under "queue" in admin area. email should be adress, you have entered under "email adress" in admin area bevor.

regards

yury

Znuny Open Source Ticketsystem

Customer reply goes directly to e-mail.

Customer reply goes directly to e-mail.

Re: Customer reply goes directly to e-mail.

Re: Customer reply goes directly to e-mail.

Re: Customer reply goes directly to e-mail.