Email notification to the customer

[miniouf]

hi all,

Firstly, i'm sorry for my very low english level, but i post in english area because there is just two topics in french area....

Since a week i try to get working otrs to my company, indeed we want this tool only for stats... (it's my boss idea).

Currently we just have a mailbox to fix the IT problems. Customers send mail to the box, and one of us answere to the person for the problem.

Now i want to keep this dialog by mail but with otrs in background :

1, the customers send a mail
2, otrs keep the mail, create a ticket and send a mail to Agents
3, We change the ticket owner, an email is sending to the customer.
4, The owner and customer speak by mail but send their mail to otrs, the customer and the agent Have to receive the answer.
5, the owner close the ticket.

Currently, i am blocked to the fourth. When the customer or the agent send a mail, there is a new article created, so i generate a new notification-event when an article is created, with the agent (owner) and the customer to recipients to the mail. But when you select customer to the notification, it take the article's customer and not the ticket's customer. So when the agent send a mail, he receive two mails, one like agent and another like customer. Naturally when the customer send a mail, all working fine

Do you have any solution to help me ?

Thank you,
Rémy

[davidbann]

From my understanding (and I stand to be corrected), there is no such functionality - You need to use the OTRS Agent Dashboard to respond to tickets...