If an agent want to have someone internally within the company to have a
look at a case, it is possible to forward the customer's posting as an
internal mail. The internal mail is hidden from the customer. This is
great! However the reply address to this mail is the queue reply
address, and the reply to the internal mail is posted as an external
mail, hence it is visible by the customer. Is it a way to configure OTRS
so replies to internal mails are also handled as internal communication ?
Regards,
- Erik -
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