Create a New email Ticket
This workflow describes how to create a new email ticket.
Creating a new email ticket is a way to create a new ticket in OTRS, sending the customer a Ticket number and the email you write.
A 'New email ticket' will automatically send the email to the customer. This workflow is useful for starting a new case that will remain open while you have further email discussions with your customer.
Another scenario could be to create an OTRS ticket following a telephone conversation. A solution is documented in the email and supplied to your customer.
Similarly to creating a phone ticket, the new email ticket needs to have relevant fields populated, keep in mind, the body of the ticket is the email message that your customer will receive.