When you have a ticket open you can reply by email by clicking the drop down list with "reply" in it. Select the "Empty Answer" option and write your email. Click "Submit" to send.
In the Admin section you can create Responses with the content of an email you might send regularly. You can then add a particular Response to one or many queues. When you click on the Reply drop down list in the ticket the new Response you have added will be available. Note: the ticket must be in the queue with the Response added for the Response to show in the drop down list. Kind regards, Rory Clerkin On 7 July 2011 16:30, Rogerio F Cunha <rogerio.cu...@gmail.com> wrote: > Dear Sirs, > > It is possible to automatically send an email to the customer with the > contents of a note added to the ticket? This possibility would serve to > ask a customer more information about the opened ticket, without the need to > contact him by phone. > > Roger. > > > --------------------------------------------------------------------- > 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 >
--------------------------------------------------------------------- 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
