Then you can send a notification to your customer. You can use an event based notification to let your customer know that your agent added a new note. Please note that this notification can be send to your customer's e-mail.
I hope this helps! Regards, Elva On 1/13/2011 6:48 PM, Hugh Kelley wrote: > Yes, that's what agents are doing today - but customers aren't coming > back to the web app to see them. > > > On 1/13/11, Elva Novoa <[email protected]> wrote: >> You can add an "external note", this way, your customer will be able to >> see it from the customer interface :-) . >> >> I hope this helps! >> >> Regards, >> Elva >> >> On 1/13/2011 4:12 PM, Hugh Kelley wrote: >>> Can a "reply" pull-down be added to the ticket zoom next to the "move >>> queue" >>> pull-down via sysconfig? >>> >>> In our case, agents may add many notes to a ticket between replies and it >>> is >>> somewhat tedious to search all the way through the article list for the >>> last >>> reply-able entry. >>> >>> Hugh >>> >>> >>> >>> --------------------------------------------------------------------- >>> 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 >> >> -- >> Elva María Novoa del Toro >> >> Research & Development >> >> >> OTRS Lab, S.A. de C.V. >> >> Parque de Software, Módulo A1, Circuito Norte 100 >> >> Parque Industrial Zapotlan 2000 >> >> 49000 Ciudad Guzmán, Jalisco >> >> MEXICO >> >> >> >> T: +52 33 4777 3861 >> >> I: www.otrs.com/ >> >> Incremente su eficiencia hasta un 30% - obtenga OTRS Help Desk 3.0: >> http://www.otrs.com/ >> >> > --------------------------------------------------------------------- > 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 -- Elva María Novoa del Toro Research & Development OTRS Lab, S.A. de C.V. Parque de Software, Módulo A1, Circuito Norte 100 Parque Industrial Zapotlan 2000 49000 Ciudad Guzmán, Jalisco MEXICO T: +52 33 4777 3861 I: www.otrs.com/ Incremente su eficiencia hasta un 30% - obtenga OTRS Help Desk 3.0: http://www.otrs.com/ --------------------------------------------------------------------- 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
