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Ideas and enhancements for our community.

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Note only to agents with write access to ticket

Currently you can add a note to a ticket and choose any agent (who as 'note' rights on current queue) to be informed by email. This feature is sometimes abused to asked other agents to work on tickets where there don't have write access to, they can only add a note. Sure this is against the system idea - but some agents do use it in such a way. Therefore I do suggest only to list the agents inside the drop down box who ...more »

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-2 votes

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Remove agent email address in email answers

When creating an answer on an customer article it happens that the agent itself does also receive the answer from otrs in case the customer did include the personal email of the agent inside cc field. I do suggest to automatically remove the personal email address of the agent inside the answer to avoid additional emails in case of follow-ups. If required keeping own email inside answer this can be activated via a check ...more »

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3 votes

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Naming an OTRS Ideascale support contact

There should be some support contact for questions specific to this OTRS feature tracker here (not to Ideascale in general). Currently one can only view the so called "Leaderboard" and there you find two moderators. But one doesn't know which one to ask or if there exist other moderators, since the Leaderboard is generated dynamically by user points and not by user state. For example idea #834 is locked, so that one ...more »

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7 votes