Hello dear OTRS user list,
Our problem is the following:
If the customer opens a ticket via e-mail, we want to notify him that we have
received his mail and that we are going to process it.
If the we open a ticket via any other method ("New phone ticket" or using our
company's "My account" website, which internally uses GenericInterface), we
don't have to notify the customer via e-mail that the ticket has been received.
The customer already has a feedback that his ticket is being processed -
sometimes the ticket is closed on the spot, typically for Phone Tickets.
"Auto-Answers" allows to automatically send responses to customers on the
occurence of certain events, so it *could* do the trick, except that it doesn't
allow to have a different behavior for the 2 cases above.
Does anyone know another OTRS feature which could fulfill our need?
Thank you,
Olivier
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