Reply to customer by mail

[btinoco]

Maybe there is some answer to this question but i didn't found yet.

I've installed otrs with customer portal connected with ldap etc and enabled ticket by mail creation. In both casses the system recognize the customer mail. But the problem is that when I'm going to answer a ticket (the outbound mail) I have to write always the mail of the customer and the persons who are in Copy of the mail.


So my questions are:
- Is there any way to autofill the To: field with the email of customer owner of the ticket?
- Is possible to add more than one customer user to the same ticket, to keep informed both customer users at the same time? In my case is not possible by customer as enterprise because we have more than 100 customer users that should receive a notification for each ticket we answer


thank you so much!

[jojo]

Outbound mail is not to answer the ticket. For replying please use the reply function in the article

[btinoco]

Ok so I'm using the bad function i think.

When I press in Responder the url I can see is .../index.pl?Action=AgentTicketEmailOutbound

what is the reply code i should see?

thnsk for asking me so fast!

[zzz]

Hello,

You have to press on the article you want to answer and select 'empty answer' (called this on default installations) in the field next to 'Reply' (Action=AgentTicketCompose).
The options under the 'Communication'-tab are for other use cases.

Best regards
Emin

[btinoco]

oh, i just found the reply link in the article... 6 months using it and is the first time Itake a look to it, i feel so silly now, thank you again