email-external

[rajblocks]

Hi,

When we create a note and select the Note Type as "email-external" a mail is not sent to the customer.

Can someone guide my in my understanding of this functionality and let me know what we have done wrong?

Thanks

[wurzel]

Hi,

e-mail external is a mail to 3rd party and will be stored as internal note.

To communicate with the customer, use the answer function.

Flo

[rajblocks]

Hi wurzel

Thanks for your response.

Where do I find the Answer Function?

Also if e-mail external is a mail to 3rd party, how do you define the 3rd party?

Please excuse my ignorance. Guess we are not using OTRS to its full potential.

Regards

[wurzel]

Hi,

in my system (german) on an article

1.png

regards
Florian