User Experience

OTRS Important Articles in History

I suggest that add History events for marking articles as important. It would be nice to know who marked the article as such and when. We use this feature in a slightly different manner. We use language translations to change the text from "Mark as Important" to "Mark as Bad Information". We also changed the icon from an exclamation mark to a traffic cone. The History entry would need to be impacted by the the Language ...more »

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8 votes

Other

Include Note type inside history

I suggest you to include the type of note (internal/external) inside the article history.

Currently you will see s.th. like:

AddNote Added note (Note)

AddNote Added note (Responsible)

AddNote Added note (Owner)

 

I would like to see:

AddNote Added note (Internal Note)

AddNote Added note (External Note)

AddNote Added note (Responsible)

AddNote Added note (Owner)

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Voting

3 votes

User Experience

Collaps / Expand email history

Lot of customers do keep email history in their follow-up emails. This makes ticket thread sometimes difficult to read / scroll - especially the pdf print is very long, and does repeat a lot of information. Therefore I do suggest that such email history parts will be identified automatically in a smart way and collapsed / folded by default in article thread as well as pdf print out. On demand everybody can expand the ...more »

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Voting

12 votes

User Experience

Personal work log/work history

It often would be really helpful for agents to get back to what they've done the last days. Like "I forwarded you that ticket yesterday" or "I had this particular guy just a minute before" or "wait I just closed that this morning". Would be cool to have a personal work log, analogue to the ticket history with filters on date, history type etc. and direkt links to the tickets/articles for quick access. Seems like an ...more »

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Voting

43 votes