Alexander Scholler <[EMAIL PROTECTED]>
Informationstechnik / AfOuI
VZA / Zimmer 631, Durchwahl -4451
Jan Miczaika schrieb:
Hello,
I would like to track the satisfaction of our customers with the
support. I would like to send customers whose ticket has been closed an
email with a link to a short questionnaire where they can rate the agent.
By the way, it would be great if OTRS offered this kind of functionality
in house. It would fit well into the statistics area for output. But its
probably a major issue.
I would build a separate application which tracks the answers and saves
them to the database. The question is, how can I send a properly
formatted email to the user?
I thought of setting up a GenericAgent which acts hourly on closed
tickets. It would run the command sendmail.sh, which in turn would call
a script on my app using wget which sends out the email. Since command
is passed the TicketID I can use that for identifiying the customer
(passing the email would be much easier).
Sounds realistic?
Yes.
Alternatives:
* see http://lists.otrs.org/pipermail/otrs/2006-August/012085.html
* use the Event-handler for TicketStateChange-event available since v2.0
Both alternatives have the advantage that the whole work (of sending the
mail - not doing the questionaire) is done within OTRS.
Thanks
Jan
Bye, Alex
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