auto notification of ticket update to customer

Moderator: crythias

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OTRS newbie
Posts: 1
Joined: 16 Aug 2018, 02:26
OTRS Version?: 5.0.17
Real Name: Iskandar
Company: JSI

auto notification of ticket update to customer

Post by awallisk » 16 Aug 2018, 10:09

Hi there,

First of all thank you for allowing me to be in this OTRS community. I am literally new to OTRS and have no experience of using it until now. The current OTRS is installed and configured by the previous employee, and i since i am replacing him it under my purview.

Everything is working fine and email send out when new ticket is created. i do understand that if you click on reply on a ticket it will send out the ticket to the agent and customer. Is there any way to send a notification to the customer/agent when ticket is updated with new info or note is added to the ticket whether it is internal or external note?

I do apologise beforehand if my response to your answer would be "could you show me the step by step guide". I am saying this because i really a newbie to OTRS.

OTRS 5s - 5.0.17 running on Centos

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