> o Is there a way for the customer to keep track of a ticket > through email?
Agent may select methods to have customers emailed their responses/updates. Of course the customers email must work. > o Does otrs have to be on the same machine as the mail server > that handles its messages or, say, it can check and download > them like a normal user would? No it doesn't have to be on the same server. > If so, what would happen if the link is severed? The server will generate 'error' tickets stating that it's unable to send/retrieve messages. > o If a help desk person wants to reply to customer, must she > use the web interface to send a reply or can she user her > normal mail client and her reply will (through cc: or > whatever) be added to the ticket? Out of the box... agents have to use the web interface. A list member posted a workaround which added agent functions via email (not sure of the specifics). gl... --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
