Customer Service

Customer Service

Customer Service

Auto add email addresses to address book.

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 »
(@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)