Hello OTRS Fans, I'm currently writing the OTRS manual for our agents and I'm thinking about removing the Phone-ticket link in the user interface so that no one can use it. Why ? ==> Because: - When creating a phone ticket, no e-mail is sent to the customer, and he doesn't know the ticket number for future reference and he is not invited to go to the customer web interface to follow his ticket. E-mail ticket does it very well. - Someone would say: Phone ticket is for customer who don't have e-mail address. Wrong, e-mail address is mandatory when creating a customer user. - I think, even if the curtomer phoned to ask for a question or a service, the ticket should be created through the E-mail-ticket page and not through the phone-ticket page. Am I right ? Did I miss something in the phone-ticket functionnality ? What do you think about that ? Any experience would be helpful. Regards, Régis