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I suggest to allow subscription on new or modified FAQ articles. Agents should be able to select the FAQ categories were they would like to get a notification in case of new or changed articles
I suggest to rename the term "move" within the access rights into "push". As this is more clear what is been meant. If you have the "move" right you can move a ticket on which you have write access into a queue associated with the dedicated group.
Another useful right could be a "Pull". Meaning you can fetch emails from the queue associated with the group into any of the groups you have write access
I suggest to implement a Kanban board view for tasks on tickets within a specific queue. Each new customer article within a ticket will create a new "sticky note" on the Kanban board which needs to be processed.
Idea might be linked to Dashboard: Queue Overview (https://otrsteam.ideascale.com/a/dtd/89338-10369)
I suggest to move (or dublicate) the start button to run a statistic inside the "action" box on left hand side (next to edit, delete, export). In this case it is not required to scroll down the page just to hit the start button.
When doing a statistic it sometime annoys to see many lines with "0" data at all. For example when you run a stats do see the new tickets per queue - you don't want to have all the queues listed which do not contain new tickets. Therefore it would be nice to have a checkbox (e.g. in the very first page of the stats creation) which can be ticked if lines with zero entries should not be shown inside the stats.
When you do a statistic like the number of tickets last 12 months per queue. It would be nice to have the SUM data directly as 2nd row inside the table (instead of the last one). In such a case you can directly see that there are "0" tickets in that queue at all - without the need to scroll to the very right side of the table.
I suggest to implement a system which checks the content send to external customers in terms of company classification policies. For example an agent does attach a word document classified as "internal" inside an email answer to an external customer. In such a situation the system should forbid to send this email and give a warning to the agent. Within MS Outlook such a feature is provided by the Titus plug-in for example. ...more »
Sometimes it happens that for example after a ticket-split the customer is sending replies onto the ("wrong") original ticket. You would like to have this response onto the new created (splitted) ticket. I suggest to have a possibility to move such articles in a quick and easy manner into the other (linked) ticket, so that agent can directly place a response on this article inside the correct ticket. This will help ...more »
Sending a lot of notifications to many agents is an indication that role group queue assignment is not done in proper way. It would be nice to have an overview how many people have been / will be informed on moving tickets into special queues, creating tickets, or receiving a follow up. Once you see where most agents get informed - admins may think about restructuring the queue or split the groups. Such an overview could ...more »
In case an agent wants to place an own request (to another team also using OTRS) - the agent either needs to send an email or to log on as customer. I suggest to allow agents to create a ticket (as customer) directly within the agent interface. Within the "Ticket" drop down menu there could be "New own ticket" item next to "New Phone ticket" and "New email ticket". By clicking this item similar window than inside customer.pl ...more »
During OTRS consulting session you usually create a spreadsheet with the authorization concept to be implemented. The webview does not provide such a nice overview at the moment - therefore I suggest to have the possibility to "export" the current system settings like "queuestrcucture" and "authorization concept" into a CSV or spreadsheet format
I suggest to implement a dynamic subject line (and body) pre filled for Move articles.
When you do a move from one queue to another it would be great if Subject line can be pre filled with s.th. "Move to 3rd Level queue" or "Move to TV queue".
In this examples "3rd Level" or "TV" will be the names of the queues currently selected where the ticket shall be moved.