Hello,
I am considering a setup change, but would really like good examples of clients having their own individual queue,
versus having a subqueue of another main queue, versus just everybody being in the same queue.
We are a small software company (<20) - the people in OTRS are Account Managers (AM) and Developers (D).
The AMs each have specific clients, but also need to answer questions from any other randoms that come in. For example,
a client of Marlene’s could write to marlene(a)company.com, or support(a)company.com. Marlene would answer her
queue, and anybody (including Marlene) could answer when they wrote to support. In other words, all AMs can
answer customers who write to the generic support mailbox.
Right now I have OTRS set up so each AM has their own queue (never mind why I did it this way, it’s irrelevant).
They also check the Support queue. As their ‘Favorite Queues’ in their settings, the AM selects both their own
personal queue and the Support queue. Developers are in a subqueue. (I did this to experiment to see if one was
better than the other, but I never really figured it out.)
The way we work, is that when somebody gets a client request, often it will need to involve several steps
between AMs and Ds. We want to be able to get a ticket, read the request, write a note to the appropriate person,
then move it to an appropriate queue. When that person is done with their part, they write a note and move it
back to the other person’s queue to let them know it’s complete so they can tell the customer and close the ticket.
Many times there are more than just two people involved. We want the AM to get the ticket first though,
because they are the POC and owner of the account.
It works okay when nobody has taken ownership yet. But if somebody has, you have to change yourself to the
owner, then move it back to the person’s queue, and then the next person has to do the same thing. Surely
there’s a simpler solution.
Which is why I think I should change the set up - can somebody tell me what the main advantages/benefits are of each
of the three configurations (one person per queue, many people in one queue, and many subqueues (each with one
person in them) within one queue)?
Sorry I am just an OTRS ignoramus. Thank you for your time. And I really appreciate your insight. I am really
trying to and want to learn!
L
