Hey Martin,
I have a few questions to ask. I am using OTRS to answer all of my
tech-support questions. Before OTRS, I used PINE. Upon using it for
a few months, I had a list of pro's and con's of using OTRS. I really
like the way the tickets are managed, and how tickets are escalated etc.
Some users of mine require a few correspondances so its very easy for me
to keep track of them with your ticketing system. Also the
newly-implemented pull-down responses are nice as well. I am
having a great time using OTRS. However, I saw some things that may make
OTRS more managable/user friendly.
I Delete function
I have started to get a lot of SPAM to my tech support email address. I
get about 50-100 a day. I was wondering if you guys were going to
implement a delete button so I can just delete the mail, and save space.
I don't want to store it.
II Queue view
Is it possible to have the Queue View be more like a mail box. Where you
can only see the To/From/Subject line? And then when you click on it, then
you see the full message? It doesn't make sense to have half of the
message showing because then you only have 10 messages per page.
III Changing Queues
I did not understand the function of changing queues. I did not
understand why I would have to send an email out to change queues? Like
if I had a queue called accounts, but I wanted to change the email to the
software queue, I would need to send the email out first? I didn't
understand it. Maybe you can clarify.
These are the main things that I encountered. I really love using OTRS.
It is very useful in my job, and I thank you all for making it so
wonderful. =)Diane
