I was wondering if it was posibble if i could reply the customer through the email i get when the customer is opening a new ticket?
Everytime a customer opens a new ticket i normally get a nortification through my email, could i reply on that email so the customer get the respond, instead of replying him through thezammad website?
Everytime time a new ticket is coming into the website, i normally get a mail that a new ticket has arrived.
But instead of me going into the website to answer it, could i in possible way answer that mail directly and the customer gets the respond? Hope you understand
Zammad does not support this function at the moment.
Replying to such a E-Mail could put a answer into Zammad, but will not notify the customer in a way that is desired (my opinion). Also it will take more time manipulating your E-Mail-Answer as it will save to open the WebApp. But that’s just my thoughts
This seems counter-intuitive to me. If you receive an email notification from Zammad and then want to reply to the email to generate a response back to the customer you are using Zammad as a middleman effectively. Almost like a mailserver.
In this case why wouldn’t you just have them email you directly and reply directly. If you don’t want to have to log into the helpdesk, then why have the helpdesk?
If i was emailing them directly i will not have control with any of my tickets. That the good part of zammad that i have control of my tickets and know when a ticked is escalated or not. I will not have that funtion with mailing wiith the customer.