No, all agent replies have to be made via the agent web interface not via email.
On 27 May 2013 17:13, Kaushal Shriyan <kaushalshri...@gmail.com> wrote: > On Mon, May 27, 2013 at 8:16 PM, Gerald Young <cryth...@gmail.com> wrote: >> >> no. That would just create another article. But that article might have >> the ticket flow if it's a reply. >> > > Thanks Gerald. Apologies for not having explained in the first instance. For > example > Person A (End User/ Customer) shoots a email to portalonc...@mydomain.com. > OTRS generates a ticket with ID :- 00000111 in the system and sends out an > email to agents X, Y and Z who are subscribed to portalonc...@mydomain.com. > Now Agent X replies to the ticket with ID :- 00000111 using gmail web > interface corporate account, is there a way if the reply by Agent A gets > appended and then when Agent B replies to the same ticket ID :- 00000111 > after Agent A. will there be a similar fashion like the below > > Person A > > What is the helpdesk emailid > > Agent A replies > > supp...@mydomain.com > > Agent B replies saying the correct emailid is > > customersupp...@mydomain.com and not supp...@mydomain.com > > Which gets appended to the ticket ID 00000111. For example if the Manager > who logins to the OTRS Dashboard who in turn manages the queue seeing both > replies from Agent A first and Agent B next similar to a gmail conversation > format. > > Let me know if I am not explaining the issue correctly or need any > additional information. > > Regards, > > Kaushal > > --------------------------------------------------------------------- > 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
