Hi, On Fri, Jul 12, 2002 at 12:00:02PM -0700, Gay Gilmore wrote:
I am using OpenTRS for all of our email customer support for our web site and it is awesome, thanks to all of the developers!!!
Thanks! ;-)
1. How are you supposed to handle Locked Tickets? Example, I get a question from a user about someone else's recipe, so I forward the question to the owner of the recipe. The ticket is locked and then I get a response from the owner and can now pass the answer back to the questioner. It is great that the ticket is locked (and out of the way) until I get a response.
2. But I don't understand why the New messages and Locked Tickets links are way off on the right, separate from the regular queues.
It shows you, that this are your tickets. Not viewable for the rest.
3. I don't understand why when I'm looking Locked Tickets, they don't show me the same list of queues at the top to further filter, e.g. I may have 10 Customer Support ?s locked, but I also might have some tickets from another queue locked and I want to just deal with items in a certain queue at once.
That's a good point. I put this to the todo list. Filters in the "Locked Tickets"-View.
4. I don't understand why the Locked Tickets/New Messages view is so much different from the regular queue view. This summary view doesn't tell me anything about the tickets, so I must zoom each one to deal with it, while the queue view shows me the message so I can deal with it right there.
The "locked tickets/new messages" is just a summary. What is the average count of your locked tickets?
5. How are the Locked Tickets and New Messages views sorted and why? I guess I expected them to be sorted by the age of the tickets, oldest first, like the other queues.
Ja, sorted my age.
6. Why is it that after zooming (and closing) a ticket from the New Messages or Locked Tickets views you are returned to the personal or other queue, instead of the New Messages or Locked view that you were in?
This is a bug.
7. (Eventually I'm sure there will be rich reporting and stats added to OpenTRS; given that) I'm wondering how I should set up my queues. Example, we get several different categories of requests through our feedback@recipezaar.com address. They fall into several basic categories of problems, but it is a general address so I can't presort into queues using a different address. Thus, if I want to track how many questions we get about x v. y later, should I first send them to a different queue or will I be able to get numbers on how many people got a particular response? (The latter is easier for me, if that matters.)
It would be better to sort the tickets into different queues. Each category a queue. I would try to presort the incoming requests via a webform like http://www.recipezaar.com/about/comments.zsp with an additional button, topic. So OpenTRS can do the sorting via this topic field. Maybe it's a sub-topic button useful too. You also can pre sort this kind "http://www.recipezaar.com/recipe/correction.zsp?id=33963&title=Strawberry-Co..." of forms. This form generates an email (I think!), add a specific format to this email and your OpenTRS can sort this emails in a specific queue (e. g. Correction). For all direct emails to feedback@recipezaar.com you could use a kind of pattern recognition. All emails with the word "Dessert" into the queue desserts... All the rest of the emails will come into the raw-queue. This emails have to be sorted manually. PS: I don't know something about you environment (incoming requests a day, average locked tickets, average communication emails,...). The setup depends on that.
Gay Gilmore
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneider