Is it possible that OTRS does not include the customer e-mail address automatically in the following scenario:
1) Customer1 sends email
2) Ticket gets created and locked by Agent1
3) Agent1 emails Agent2/Agent3 through the ticket
4) Reply comes in from Agent2
5) Agent1 does another reply-all and here Customer1 gets added.
How can we avoid Customer1 being added in the last part? I know that you can put the communication in email-internal but I want to avoid agents having to manually switch this during replies.
So I am looking either for an option that:
- The Customer email address no longer gets added by default if it was not part of the conversation
Adds another 'reply' button that automatically puts the article-type in email-internal