Customer Service

Different Ticket Hooks

I do suggest to allow usage of different tickets hooks (queue or ticket type specific). This would make it lot easier for customers and agents to distinguish between different kind of tickets. (We use one OTRS system inside our company for internal support in different teams like HR, IT, FacilityMngt - and it would be great if ticket hook can be changed for the different teams. This would make it much easier for employees: For FaciliytMngt the send an email to, for HR to but currently they always get quite similar ticket-ids (from different email senders back) - would be easier to get FMTicket#: or HRTicket#:)


Idea No. 1077