Issue about customer contact and autoresponse
Moderator: crythias
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- Znuny newbie
- Posts: 3
- Joined: 24 May 2017, 00:14
- Znuny Version: 5.0.16
- Real Name: Diego Gonzalez
- Company: Totaltel
Issue about customer contact and autoresponse
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
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- Administrator
- Posts: 3965
- Joined: 18 Dec 2007, 12:23
- Znuny Version: Znuny and Znuny LTS
- Real Name: Roy Kaldung
- Company: Znuny
- Contact:
Re: Issue about customer contact and autoresponse
Agents do not reply by e-mail when they answer a client. They use the agent interface which is accessed with a browser.
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Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
-
- Znuny newbie
- Posts: 3
- Joined: 24 May 2017, 00:14
- Znuny Version: 5.0.16
- Real Name: Diego Gonzalez
- Company: Totaltel
Re: Issue about customer contact and autoresponse
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
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- Administrator
- Posts: 3965
- Joined: 18 Dec 2007, 12:23
- Znuny Version: Znuny and Znuny LTS
- Real Name: Roy Kaldung
- Company: Znuny
- Contact:
Re: Issue about customer contact and autoresponse
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.
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?