Hi Martin, > > I do have two questions though. > > > > Is it possible to create a new ticket and send an e-mail to a user > > without them e-mailing or submitting a ticket first in such > a way that > > when they reply it will be added to that newly created > ticket? I don't > > see this functionality. Is there something I'm missing? > > I think you want an "auto reply" (with the ticket number in > the subject)? > > -=> new ticket is created -=> auto reply is sent to the > customer (if the > customer send an follow up, it will be added to the ticket) > > AdminArea -=> Auto Response <-> Queue -=> set "auto reply" > for your wanted queue.
Not exactly. Instead, what I'm looking for is a way to initiate contact with the customer, similar to the PhoneView however via e-mail. For example: I need to contact a customer regarding an issue with billing. I initiate a new ticket within OTRS and send them an e-mail explaining the problem. They receive: To: [EMAIL PROTECTED] From: [EMAIL PROTECTED] Subject: [Ticket# 20030207000012] Issue with last month's payment ... As OTRS stands, it seems that the only way to get in touch with a customer is by *them* e-mailing *you*. I'd like to see the ability to reverse this process. > > Also, occasionally we have more than one ticket that need to be > > merged. Is this possible? > > "merge tickets" is on the todo list. Great to hear it! :) Best wishes, Paul _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
