Thanks Gerald, in fact it allows to reply when a customer opens the ticket at customer interface, if it is opened by an agent at Agent interface it only allows a note reply.
Regards Regards El sáb., 25 may. 2019 4:08 p. m., Gerald Young <[email protected]> escribió: > I believe if you indicate the article is from customer, you should be able > to reply. > > On Fri, May 24, 2019, 12:34 PM Alvaro Cordero <[email protected]> > wrote: > >> Hello, >> >> Previously in OTRs there was an option (article type) of otrs-web for >> articles when creating a Process Ticket and it was possible to reply to the >> customer via email as on a regular Email o Phone Article, but now there are >> only OTRS which is an internal Note and does not allow an email replay and >> Phone which is confusing for users who are creating cases via customer >> panel or even for agents using their agent front end. >> >> Is there any simple way of enabling article other communication channels >> for articles created via Process Ticket? >> >> Best Regards >> -- >> >> *Alvaro Cordero RetanaConsultor de Tecnologias* >> *Tel: 22585757 ext 123* >> *Email:* [email protected] >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >> > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >
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