Issue about customer contact and autoresponse

[DiegoGonzalez]

Hello im a newbie on otrs, im trying to set up the autoresponse. When a new customer sends an email to xxxxx@gmail.com this email gets assigned to the agents and they get the notification but at the moment of trying to answer the ticket the cc or to field are empty so they cannot reply to the customer. At the same time i notice that on the send folder of the email the autoresponse hasnt been sent to the custome. Im running OTRS 5.0.16 on ubuntu 16.04 pls someone help me i cant find anything similar to this

[root]

Agents do not reply by e-mail when they answer a client. They use the agent interface which is accessed with a browser.

[DiegoGonzalez]

they are using the web interface, when they tried to reply the ticket it doesnt appear the to or cc field automaticly on the web interface so they dont know who is the customer neither where to send the reply

[root]

How do they create the reply? Bu using he menu item 'send email' or by using a template? Best would be to provide a screenshot.