Customer Service

Customer Service


Customer Service

Survey mehrsprachig

Das Survey Modul sollte Mehrsprachigkeit unterstützen.
Der Kunde kann beim Öffnen der Survey Umfragen auswählen, in welcher Sprache diese angezeigt werden soll.

Beim Erstellen einer Umfrage werden die Fragen, sowie die möglichen Antwort erstellt.
Nach dem Erstellen kann diesem Set (Fragen und Antworten) eine Sprache zugewiesen werden.
Die Fragen und Antworten können dann weiteren Sprachen zugeteilt werden.
Alle erstellen... more »

Customer Service

Ticket Search Attributes in Main Menu

With integrating ElasticSearch in OTRS 7 the input-field for FulltextSearch disappeared in the main menu.

Suggestion for OTRS 8 Agent-Frontend:
It should be possible for agents to search a ticket by ticketnumber without opening another window (like still existing search for customer / customer-user).
Maybe other companys are focused on different search-attributes. So it would be great to select in sysconfig the search-attributes... more »

Customer Service

Enable Field "Customer User" in pop up window "Change Priority"

In the pop-up window "Change Priority" the ticket details should be added the field "Customer User". This allowed you to change all the usual ticket information in one place. (see image)

Im Popup-Fenster "Change Priority" sollte den Ticketdetails das Feld "Customer User" hinzugefügt werden. Auf diese Weise können Sie alle üblichen Ticketinformationen an einem Ort ändern. (siehe Bild)

Customer Service

OTRS FAQ: Enable RichText although disabled in Frontend::RichTex

Disabling Frontend::RichText may be necassary if local security policies may not allow to send html mails. But a disabled Frontend::RichText affects the FAQ module, too. And it makes no sense to have non html faq web articles.

So either you need to hack otrs and disable richtext in the email compose module or you need to hack the faq to enable RichText.

It is a very, very simple task to patch OTRS to do that. But it... more »

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.

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 »

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).

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 »

Customer Service

Improve CustomerUser visibility for agents/queues

Do not let every agent in the system see the full list of customer users. You can block access to the customer information center, but the agent will still be able to see every customer in the To: field with auto complete e.g. when writing a new ticket.

It's in business solution, i know.