Answer via Email in a Ticket as a Customer

[Timon]

Hi,

we got a request from a customer to send messages in a Ticket to mulitple people.
For that they want to select Email in a Ticket to send the message.

For me, as an Agent, Email is available:

but the customer cannot see this option:

I cannot find anything about that in the permission settings.
Where can I activate that option for customers?

Version: 3.4.x

Thank you for your help.
Timon

[rsysadmin]

Hello Timon,

if you have configured an email channel on Zammad to send/receive emails, your clients can simply reply to the email they get from the system and this will update the ticket as well. There is no need to access the web interface to reply to tickets…

HTH,
Martin

[Timon]

Hi Martin,

thank you for your response.

You are right, there is no need to this, but our customers only use the web interface and never answer via email. They want it that way.
They want to answer per Email in the web interface to inform their colleagues if there are any news.

Thanks
Timon

[rsysadmin]

Hi Timon,

what if they simply reply from within the ticket?

We mostly use the email channel but also use this option when we have the web interface open.
When you hit any of the “reply” options you can add recipients as you see fit. Usually, reply-all contains the wider audience

Best,
Martin

[Timon]

Hi Martin,

I don´t have this view as a customer:

Where can I activate that?

Thanks
Timon

[rsysadmin]

Hello Timon,

have you setup your email channel as per Email — Zammad documentation ?

Regards,
Martin

[MrGeneration]

Customers cannot answer by email within the web interface.
That wouldn’t make any sense, because the article is stored as “web” article right away.

If you want to send them a copy, triggers are the way to go.