But if you use the same acount for customer and agent, it is a tricky configuration with some shortcomings, and it is worst if you use mail.
If I understand, for every ticket the agent has to create a new ticket using a customer acount.
It doesn't seem a practical solution.
It isn't possible to correlate these new tickets to the customer. They belong to the agent, not the customer.
- It takes too time creating tickets, closig tickets and writing correlaton between them
is the ola feature to be planed for a future release?
By example for my company is a requeriment the ola funcionality because there signed sla for helpdesk (1st level of support).
By the way I have tried to use otrs in my company, but it wasn't possible, they opted for the expensive siebel with a very expensive and long implementation (by example codin ola) with a very bad result and few flexible configuration
Confratulations by your work. Otrs is atonishing product
BlackBerry de movistar, allí donde estés está tu oficin@
-----Original Message-----
From: Shawn Beasley