Hello Ruslan, thanks - after setting up incoming & outgoing mail to the 2 needed mailboxes (support & support-comment) I'm able to -> Answer customers -> Comment tickets by mail. Great!
As we are currently only 1 full time and 2 part time agents working, collisions will in the fírst step be avoided by sending a comment telling all other "my ticket" and then sending an answer. The next will be to learn Perl and get deeper into scrips - then your recommendations on processing will be very useable! Thanks for you your help! Kai -- View this message in context: http://www.nabble.com/Agent-reply-to-customer---initiated-by-mail--tp19069049p19163066.html Sent from the Request Tracker - User mailing list archive at Nabble.com. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
