Hi all,
I work for ISP (GTSNextra) in Slovakia and we are looking for new
troubleticketing system. OTRS is one of hot candidates to satisfy our
needs. I have a few questions to ensure that OTRS is the best for us:
1. Assign ticket to group - we prefer to assign the ticket to group
not to agent. We have the teams of specialists who can handle the
dedicated queues and every agent within that team should have the
possibility to change status of ticket, create note etc. Is it
posssible in OTRS?
2. Workflow - is there some workflow in OTRS? How can I set it up?
3. Notifications - is it possible to notify a group of agents not only
the owner of ticket when the status of ticket has changed?
Thank you for the answers.
Best regards,
Jan
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