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claim ticket and respond via email
Running Debian 7
My techs are in the field a lot. Often they can answer a question super quick on thier phones. Rather than have to login to a webpage is there a way to repsond to the ticket using email? I adjusted the templates so a new ticket isn't generated but I don't see it emailing to the client. I tried using filters but I kept generating a new ticket.
I am pretty sure this is doable.
So here is the question. After searching I didn't see any comment in the forums about this. I am sure this has been brought up before. Can you point me to a forum post or to a location that would discuss this in more detail? Or perhaps there is just a setting I am missing.