First my congratulations to the progammers of this tool.
I'm happy that I can use it now!
OTRS is nice for managing incomming e-mails but support is often done via
telephone.
For telephone support the most important thing (at least for me) is managing
contacts.
So I miss the following features:
- Forms for managing customers and their contact persons (two tables)
- field for foraign system customerID for referencing with
billingsystem
- In PhoneView:
- search for contact name and automatic fill for the fields e-mail and
customer ID
- optional new ticket with only a name (if contact has no e-mail -
yes, this ist real)
- Quick insert of new customer and contact if name is not found
- Filter for open (and closed) )tickets by customerID, Name or contact name
(for fast editing an existing call when contact person did not know his
ticket#)
- on incomming mail automatical fill contact name and customerID if e-mail
address match with contact in contact table
- change of the From field on existing ticket if ticket is generated via
PhoneView (to correct errors)
- flag for billing in each step of a ticket (you can't make an invoice for
all things you do)
- separat statistics for work and possible billing grouped by customer and
contact with list of ticket#
- view cusomer name in queue view
Generally I miss:
- send answers with attachment
I hope I'm not alone with this wishes and may find some of this in feature
releases.
regards
Volker
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