Hi All,
I am looking for system where . Customer mails and a ticket is created. [ customer send mail to mail alias ] As the mail is to Mail Alias, group member will get it. He should also be notified via OTRS for ticket creation. The agent will reply to the mail [ received from otrs ,with some ticket id], via email client, to any clients or others, and the same will be updated in OTRS. OTRS will update the same ticket, if it has ticket id , the ticket with that id will be keep updating. Here to or cc field can be any, but ticket id will recognize and update same ticket. Is it possible with OTRS community edition ?? I see in Feature-ADD Ons , Agent Email Interface, but that is paid version; Thanks
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