Hi, I would use standard answers with a predefined text. Optionally you could also use attachments or the FAQ module. Then you i.e. the ticket agents could point to the FAQ entries instead of writing repetitive answers as text.
Jan On Fri, Jan 7, 2011 at 8:34 AM, Lars Jørgensen <[email protected]> wrote: > Hi, > > > > Many of our helpdesk issues are the same few requests repeated lots of > times. A forgotten password, a full mailbox, a jammed printer and so on. > Sometimes agents don't create tickets for these, because the work involved > is greater than the solving of the actual problem. > > > > Is there a way to make templates or something like that for those kind of > tickets? Predefined text where the agent only has to supply little (if any) > information? > > > > > > Lars > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >
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