[rt-users] Send a mail to a customer

[Adam Clarke]

On 09/03/2012, at 2:30 AM, Ruslan Zakirov wrote:

> On Thu, Mar 8, 2012 at 19:24, Arthur Rance <arthur_rance at hotmail.com> wrote:
>> Hello,
>> 
>> 
>> Is it possible to send a mail to a customer ? How ? By creating a ticket
>> with the customer as requestor ? as CC ? What would you do ?
> 
> By creating a ticket with the customer as requestor.

We created a template that assists with this task if there is an auto reply on the queue since it is often confusing to the customer to get an automated response to a ticket that they did not send.

http://requesttracker.wikia.com/wiki/AutoreplyOrCorrespondence