How impersonate customer

epoxsv

Hello,
Sometimes customer answer outside OsTicket or outside the email ticket.
I would like to add the customer message on the ticket thread by impersonate the customer.
Is it possible to do it ? I can edit a customer message but i can't create new one in the thread.

Thank for your help

KevinTheJedi

epoxsv

No, you would need to add it as an Internal Note (which would only appear to Agents) or add it as reply whilst quoting the User. Agents cannot impersonate Users unless creating a Ticket.

Cheers.