Customer Service

Customer Service

Smart quoting.

It should be possible for the user to proactively highlight text to be quoted in replies. Currently there is only a system-wide setting. Allowing the user to highlight text, then choose reply adding only the selected text to the new reply would be much more efficient. Selecting multiple passages in the text would create two quote blocks. The OMQ plugin does this.

Submitted by (@diginin)

Voting

1 vote

Customer Service

Self deleting dynamic Fields (GDPR/DSGVO)

Dear Sir or Madam, Is it possible to create "temporary stored Fields" (for example an Emergency Telephone Number to reach the customer). Most of the time it is required to store Personal Information for a concrete business concern (which is possible in GDPR). But the option to "Forget" must be implemented. Therefore a deletion after ticket Close would be a nice Feature. If there are fields especially for that purpose, ...more »

Submitted by (@s.doerr)

Voting

1 vote

Customer Service

Service Contract manager

This function may include the creation of new contracts with a customer associated, beginning date and end date, scope, attachments, etc, date of maintenance programed. When those date are close to be up create tickets automatically and notification. When you are trying to create a ticket it validates if the client has contract or not (validating trough the dates).

Submitted by (@jpgarzon)

Voting

1 vote

Customer Service

Appointment booking limit within a time frame

We want to be able to book appointments in a team calendar with a variable number of team members. This team calendar should indicate when the maximum amount of available resources (team members) is reached in a same time frame and prevent adding an event in this case. Hence, supposing we have a team calendar composed of 4 agents, it shouldn't be possible to create a fifth event say today between 10:00AM and 11:00AM if ...more »

Submitted by (@vergult)

Available as Business or freely selectable Feature : No MODERATOR

Voting

2 votes

Customer Service

Displaying additional fields in Customer Users

In the customer information center OTRS displays a list of Customer Users assigned to a certain customer company. The displayed attributes of the Customer Users list cannot be modified. It would perfect if these attributes could be modified on a per agent setting or at least in a global definition.

Submitted by (@christopher)

Voting

6 votes

Customer Service

Place an own new ticket via agent interface

In case an agent wants to place an own request (to another team also using OTRS) - the agent either needs to send an email or to log on as customer. I suggest to allow agents to create a ticket (as customer) directly within the agent interface. Within the "Ticket" drop down menu there could be "New own ticket" item next to "New Phone ticket" and "New email ticket". By clicking this item similar window than inside customer.pl ...more »

Submitted by

Voting

9 votes

Customer Service

FROM and TO for In- and Outbound Phone Calls

Unfortunately the screen AgentTicketPhoneCommon don't display a customer user selection. As usually all communication screens in OTRS display a customer user selection (e.g. AgentTicketCompose), this is a missing feature in the current implementation. The in- and outbound phone call screens should save the article in the right configuration PLUS display a customer user search to define the FROM in AgentTicketPhoneInbound ...more »

Submitted by (@nilsleideck)

Voting

10 votes