I just experienced another instance where this feature could have come in handy:
I responded to a customer's ticket only to realize I had left out important information. OTRS will not allow me to send another response via e-mail until the customer contacts me again. > -----Original Message----- > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On > Behalf Of Paul > Sent: Monday, February 17, 2003 1:10 AM > To: [EMAIL PROTECTED] > Subject: RE: [otrs] Creating new tickets and merging tickets > > > Hi Martin, <snip> > > 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. _______________________________________________ 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
