I use Email outbound in order to answer to a ticket. Using this function, the client didn’t receive the original request when i use Reply>empty answer.
Is it possible that he sees the original request after my answer?
OTRS 5 - REPLY TO A TICKET
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Re: OTRS 5 - REPLY TO A TICKET
When you want to reply, you should use the reply feature, not email outbound.
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Commercial add ons: http://feature-addons.de