To continually improve articles in the knowledge base it would be great to provide the chance to comment on them similar as you know it from a forum.
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
I suggest you to add the possibility to send a survey to a manually selected customer and/or ticket.
Thanks to Mike Bug#4974
Hi, the idea is simple:
Send customer a welcome message when his account is created.
Allow Agent/Admin to re-send this welcome message if necessary.
I'll attache the patch I've just created to show how I implemented it.
Automatically add inbound "from" and outbound "reply to" email addresses into the address book (with a check to prevent duplicates). This has been suggested before, and is critical for us to continue using OTRS. We have dozens of clients with hundreds of users and our support team is constantly searching for people's email address in order to CC, bounce, forward, or close tickets. Most inbound and team replys automatically... more »
I suggest to enable the Survey module to receive answers by email.
This would allow to use and measure the Surveys even if customers are not allowed to access the OTRS public frontend.
FAQ Approval: when answering a ticket an agent should be able to tick a box for "Review solution for FAQ inclusion". Then the ticket should be CC-ed to the FAQ approval queue so the KB owner/responsible can review the answer and add it to the FAQs.
I suggest you to add the possibility to have more than one survey activated as 'Master'.
Actually, when I set one of them in Master, automatically OTRS set other to "Valid".
thanks to luvico86:
It would be great to be able to insert link to customer-FAQ:s also, not just public FAQ. We have some FAQs that are just for our customers that have login, with screenshots, so it would be really neat to be able to insert link to one of them.
It would be nice if you could assign one entry to multiple categories. This way you could for example create one entry for different OSs, products.
In some case, public voting could allow unregistered user to provide interesting feedback.
So like Bruno in http://lists.otrs.org/pipermail/otrs/2011-February/034991.html. I'm very interested for this...
It would be very interesting to see who changed an article and which content was changed.
I would love to have a keywords / category cloud implemented where keyword / category with most articles gets displayed in a bigger and bolder font than keywords / category with less articles and the one with least getting displayed in smallest font
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
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)