Hello,
I would like to let my customers know the state of their tickets during email exchanges.
In the Admin Panel you can configure your own Templates, but when I use the tag <OTRS_TICKET_State>, the state seen is the current state.
For example, if I want my customers to know that I'm closing the ticket they can only see, with that tag, the current 'open' state. In this way I don't have to write again and again that the ticket is about to be closed.
Is there any possible way to the 'next current state' to be seen in a email?
Perhaps a tag I don't know?
Regards,
Riluin
let customers see the state of a ticket in emails
Moderator: crythias