Hello, the health report send by "email@example.com" doesn't contain a timestamp of the last support data send. I had the problem, that the status report was send on 12th December, but the data were 5 days old. The health report doesn't contain an indicator, if there is a problem with the update. My suggestion: - Write the date of the last registration update in the report - In case there aren't new data,... more »
Dear OTRS AG team, your corporate signature states your phone numers in this format: +49 (0) 9421 56818 0 This has the huge disadvantage, that most VoIP solutions on corporate desktops don't recognise this as a dialable phone number. If you want to be called from a corporate device, the caller needs to manualy delete either the zero or the +49 part. Since most corporates uses internal numbers, I would prefere your numbers... more »
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.
It would be interesting to allow ticket creation with an internal note, ie no accessible by customer. Sometime, we have to create a ticket related to an equipment used or rent by a customer/company but this "link" between customer and ticket is just used for statistics, customer doesn't need access to this ticket and if we have to exchange with customer (it happens), we'd use the reply button in the ticket zoom.... more »
At the moment it is only possible to generate dynamic fields in tickets and Artikle.
For me it would be very useful to generate dynamic fields in the Customer Company and User Registration. e.g. a textarea for Standard Operating Procedure information.
When zoomed on a ticket I might read an article containing updated customer details (e.g. a new phone number). I'd like to copy this to my clipboard and then jump quickly to the customer record to amend it (assuming I have the right permission).
I suggest a configurable, dynamic Q/A form ticket generator. This would be used by agents and customers likewise, to create tickets over a series of form fields in dependency to each other. In practice, the agent/ customer would just follow a predefined catalogue of questions, in form of drop downs/ multiselects/ option fields. Those question woud be in dependency to each other. At the end, the ticket would be created... more »
Add companyInfo to customerInfo (at least company-name and address...) in agent tickets, and connect company-Info with customerUser administration (select company on creating a new customeruser, and save its ID to customeruser-table). At the moment it is necessary to know the company-ID before creating a new customeruser, and half of companyInfo (like address) must be inserted on every customer of the same company, which... more »
When a customer has been answered one survey and he tries to get the survey again with the same publickey, otrs should show a message about the survey is already answered and also it must show the answered survey on read-only mode.
Thanks to Nils, Bug#5973
Template answers to Phone- or Email Tickets initialized by Help Desk Agents: We can use QueueResponses to answer incoming requests. I would like to use thise templates as well for outbound communication: Sending an initial mail to a customer with some standard information pulled out of a template. Not really a help desk task but a CRM function.
Something like or the meaning of http://otrsteam.ideascale.com/a/dtd/86028-10369 ?
having a separate address book where you can insert email not properly about agent or customer but people that have to be informed by the activity of the ticket and that it could be used (the address book) in the email composing (ie find and check names. It could be either a agent's "personal" address book)
I suggest to improve the FAQ module in a way that really the whole FAQ article is pasted into a reply.
This should include
- richtext formatting
The FAQ appears currently as being pretty isolated from the OTRS framework. I would love to have a dashboard widget available showing best voted articles, latest articles from the FAQ