On Mon, May 27, 2013 at 8:16 PM, Gerald Young <[email protected]> wrote:
> no. That would just create another article. But that article might have > the ticket flow if it's a reply. > > Thanks Gerald. Apologies for not having explained in the first instance. For example Person A (End User/ Customer) shoots a email to [email protected]. OTRS generates a ticket with ID :- 00000111 in the system and sends out an email to agents X, Y and Z who are subscribed to [email protected]. Now Agent X replies to the ticket with ID :- 00000111 using gmail web interface corporate account, is there a way if the reply by Agent A gets appended and then when Agent B replies to the same ticket ID :- 00000111 after Agent A. will there be a similar fashion like the below Person A What is the helpdesk emailid Agent A replies [email protected] Agent B replies saying the correct emailid is [email protected] and not [email protected] Which gets appended to the ticket ID 00000111. For example if the Manager who logins to the OTRS Dashboard who in turn manages the queue seeing both replies from Agent A first and Agent B next similar to a gmail conversation format. Let me know if I am not explaining the issue correctly or need any additional information. Regards, Kaushal
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