Customer Service

Customer Service

(@matthias.terlinde)

Customer Service

Health Report doesn't show support data date

Hello,

the health report send by "sys-health-reports@otrs.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 »
(@matthias.terlinde)

Customer Service

Phone format in OTRS AG mails aren't DIN conform

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 »

Customer Service

New ticket with internal note

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 »

Customer Service

Configurable Dynamic Q/A Form Ticket generator

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 »

Customer Service

CustomerInfo with Companyinfo

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 »

Customer Service

Template answers to Phone- or Email Tickets

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.
(@marcovannini)

Customer Service

address book

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)