Aswer by email

[p2d]

Say I get a support question by email from a customer. Can I answer the customer by email or do I have to answer by the web interface?

I'm thinking something like this:

I recieve an email from the client: "Hi, do you have this product in stock?"

I recieve the email on my computer and I reply, in my email client: "Yes we have it in stock".

So somehow I guess that OTRS needs to search not just my inbox, but also my sent-mail folder and try to track everything together. Is this possible?

[Wolfgangf]

if you answer via email, just make sure you add the ticket nummer into your subject (for example '[ Ticket#: 100014713 ] the subject')

[p2d]

OK, but can OTRS track my answer then? Since I answered by mail and not via the web interface?

[Wolfgangf]

by adding the e-mail address of otrs
you certainly have been reading and setting up this: http://doc.otrs.org/3.0/en/html/email-receiving.html
so simply send your e-mail to the customer and to OTRS

[crythias]

http://forums.otrs.org/viewtopic.php?f=53&t=5312
http://forums.otrs.org/viewtopic.php?f=53&t=8269

Basically, you might be able to do it, but it's not recommended, because there's no problem spoofing agent responses.