1) Enable customer notification per queue for owner and state changes. So the customer gets notified upon all ticket changes.

2) Modify the auto-response for the close ticket notification to include the link to the rating tool. You can extract the agent name from the OTRS variables.

3) If the customer replies to a closed ticket a new one is automatically created (not 100 % sure)

Kind regards

Falko Zurell
Head of Application Management
I-D Media AG
Ohlauer Strasse 43
D-10999 Berlin

fon: +49 (0)30 - 2 59 47 - 357
fax: +49 (0)30 - 2 59 47 - 111
mobile: +49 (0)160 - 3 62 52 77
web: http://www.idmedia.com
mail: falko.zurell@idmedia.com

----- Original Message -----
From: otrs-bounces
Sent: 20.05.2006 12:30
To: otrs@otrs.org
Subject: [otrs] Individual agent ratings?

Is it possible to be able to when a call is closed :

1) Send an email to the Customer? How do I enable it.

2) In the email include a link that will allow the Customer to rate the Agent :

3) In the email to include a link to reopen the call with a comment if the customer is not satisfied.

Carinus

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