[otrs] Ticket update and reply via mail only
Darshak Modi
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
Steven Carr
web interface.
Steve
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Susan Dittmar
> web interface.
thinks it's a customer's answer. This "customer"'s answer will be added to the
ticket as usual if the ticket number is kept intact.
In fact, this is how about half of my agents use OTRS. The only time they
actually use OTRS's interface is when they want to lock, free, or close a ticket
or when they want to assign it to someone else. Most or all those actions could
be archieved by using OTRS's mail headers, so even then the interface is not
necessary. Unfortunately we are still stuck with an OTRS version that's too old
for those headers to work, and with a mail client too dense to add truely custom
header lines, so I can't tell more about that part. They just needed to get used
to being informed about their own answer arriving, and not confusing those
notifications with true customer answers :-(.
Hope this helps,
Susan
Darshak Modi
make sense, and same ticket is getting updated?
It will update the ticket and that all updating is kept within OTRS if some
wants to reply/check through web interface right ?
Steven Carr
"via email client, to any clients or others"
emailed out to the client/customer. OTRS "free" does not do this. It
will update the case but the actual client/customer will be none the
wiser that the case has actually been updated.
Yes you could CC the customer in the email but then it really kinda
makes the whole point of using a ticketing system moot. I personally
would not want agents using their email to reply to a ticket, it might
be more efficient but it's sloppy and can easily lead to silly
responses being sent to customers, and if they are a field type of
engineer they will already have 101 other emails to deal with. If they
have to be sat in-front of the OTRS interface it focuses them on the
content/response they are actually sending back to the customer and
instructs the agent to deal with things according to your SLA (if
implemented), and I'd rather have that level of quality over speed of
hitting reply.
Steve
Susan Dittmar
> make sense, and same ticket is getting updated?
> It will update the ticket and that all updating is kept within OTRS if some
> wants to reply/check through web interface right ?
Hope that helps,
Susan Dittmar
> So he wants the response sent from the agent (via email) to then be
> emailed out to the client/customer. OTRS "free" does not do this. It
> will update the case but the actual client/customer will be none the
> wiser that the case has actually been updated.
> Yes you could CC the customer in the email
> but then it really kinda
> makes the whole point of using a ticketing system moot.
still enough to be glad to have OTRS's help.
> I personally
> would not want agents using their email to reply to a ticket, it might
> be more efficient but it's sloppy and can easily lead to silly
> responses being sent to customers, and if they are a field type of
> engineer they will already have 101 other emails to deal with. If they
> have to be sat in-front of the OTRS interface it focuses them on the
> content/response they are actually sending back to the customer and
> instructs the agent to deal with things according to your SLA (if
> implemented), and I'd rather have that level of quality over speed of
> hitting reply.
content encoding (old system and lots of clients' mail clients sending broken
mails), I would prefer for our agents to all use the web interface. But when
it's your boss who insists on sticking to his mail client and well-proven
workflow, you can argue, but not enforce...
Darshak Modi
1. Customer sends an email to te...@test.com
2. Test is alias, so when mail comes, the agents in the alias will get the
mail. And OTRS will also get email. OTRS will update agents that ticket
arrived.
3. The agent will respond back via email to customer, [may manually add
customer emails,]
4. The response should reach to customer
5. The same response[ as it has ticket id], should be updated in OTRS.
6. If customer responds again [ as it has ticket id], it should get updated
in OTRS and [if has other mail ids, should reach to them also.]
-----Original Message-----
From: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] On Behalf Of
Steven Carr
Sent: 06 March 2013 PM 04:11
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Ticket update and reply via mail only
Susan Dittmar
>
> 1. Customer sends an email to te...@test.com
> 2. Test is alias, so when mail comes, the agents in the alias will get the
> mail. And OTRS will also get email. OTRS will update agents that ticket
> arrived.
> 3. The agent will respond back via email to customer, [may manually add
> customer emails,]
> 4. The response should reach to customer
> 5. The same response[ as it has ticket id], should be updated in OTRS.
> 6. If customer responds again [ as it has ticket id], it should get updated
> in OTRS and [if has other mail ids, should reach to them also.]
You need to set up fetchmail/procmail to push the mails to test into the correct
queue. I never worked with OTRS' fetchmail filters, so I cannot assist there (I
use fetchmail/procmail program unter linux).
The agents in the "test" group need to have "notification upon new tickets"
activated (don't know exact wording as I do use one of the translation modules).
In that case they receive a mail with ticket number in header and the customer's
words.
When the agent answers, he needs to have customer's mail address *and* OTRS's
mail address in the to/cc/bcc fields. Ideally the customer should use a mail
account with OTRS's mail address as his address, then the customer is not
tempted to reply to the agent only.
This way the agent's mail, as received by OTRS, will be added to the ticket.
Unfortunately it will be added as a customer's follow-up, and notifications will
be sent as if a customer sent a follow-up mail.
If the customer replies again and uses OTRS's mail address again (see agent's
mail client setting, above), then this reply will be added to the ticket as
another follow-up, and those agents for whom notification about follow-ups is
set will be notified.
Gerald Young
Darshak Modi
Pl check comments/queries inline.
From: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] On Behalf Of Gerald Young
Sent: 06 March 2013 PM 06:21
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Ticket update and reply via mail only
"Test is alias, so when mail comes, the agents in the alias will get the mail"
Well, this is a problem, right off the bat. There's no ticket number yet. OTRS will just create tickets. If the agents respond to this, they are either going to respond to te...@test.com (why? The customer sent an email, and unless te...@test.com is a proper mailing list, it's *just* a distribution list/alias/mailing group. Replies will go directly to the customer.)
If the agent is smart enough to remember, the agent should be replying to customer AND otrs. Don't get me started if the agent chooses to reply to customer AND test...
There's still no ticket number.
-à All agent will not be part of test alias. So OTRS has to send email to agents. Once this ticket arrived to agents it has ticket id and then agent will respond via email.
If Agent has ID, alias that is monitored by OTRS[ in to/cc],customer email and he responds with all, the mail should be recorded to OTRS
"OTRS will update agents that ticket arrived."
Why bother? test already told them. Now they've been told twice.
àOTRS will have more agents than that are in Alias , which should get notification.
"The agent will respond back via email to customer, [may manually add customer emails,]"
No, the agent responds to OTRS. It's the only way you're going to track this. OR, more properly, the agent uses the OTRS web page to reply to the customer.
è Agent will have id of OTRS system, which is used to fetch mail . here te...@test.com
"The same response[ as it has ticket id], should be updated in OTRS."
When? If the agent responds to the email that arrives via test, it won't get a ticket id.
è When responded it will have ticket id.
Gerald Young
Pl check comments/queries inline.
From: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] On Behalf Of Gerald Young
Sent: 06 March 2013 PM 06:21
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Ticket update and reply via mail only
"Test is alias, so when mail comes, the agents in the alias will get the mail"
Well, this is a problem, right off the bat. There's no ticket number yet. OTRS will just create tickets. If the agents respond to this, they are either going to respond to te...@test.com (why? The customer sent an email, and unless te...@test.com is a proper mailing list, it's *just* a distribution list/alias/mailing group. Replies will go directly to the customer.)
If the agent is smart enough to remember, the agent should be replying to customer AND otrs. Don't get me started if the agent chooses to reply to customer AND test...
There's still no ticket number.
-à All agent will not be part of test alias. So OTRS has to send email to agents. Once this ticket arrived to agents it has ticket id and then agent will respond via email.
If Agent has ID, alias that is monitored by OTRS[ in to/cc],customer email and he responds with all, the mail should be recorded to OTRS
"OTRS will update agents that ticket arrived."
Why bother? test already told them. Now they've been told twice.
àOTRS will have more agents than that are in Alias , which should get notification.
"The agent will respond back via email to customer, [may manually add customer emails,]"
No, the agent responds to OTRS. It's the only way you're going to track this. OR, more properly, the agent uses the OTRS web page to reply to the customer.
è Agent will have id of OTRS system, which is used to fetch mail . here te...@test.com
"The same response[ as it has ticket id], should be updated in OTRS."
When? If the agent responds to the email that arrives via test, it won't get a ticket id.
è When responded it will have ticket id.
Darshak Modi
Yes that right , they will have double notifications...