On 09/03/2012, at 2:30 AM, Ruslan Zakirov wrote: > On Thu, Mar 8, 2012 at 19:24, Arthur Rance <[email protected]> wrote: >> Hello, >> >> >> Is it possible to send a mail to a customer ? How ? By creating a ticket >> with the customer as requestor ? as CC ? What would you do ? > > By creating a ticket with the customer as requestor.
We created a template that assists with this task if there is an auto reply on the queue since it is often confusing to the customer to get an automated response to a ticket that they did not send. http://requesttracker.wikia.com/wiki/AutoreplyOrCorrespondence
