Dear Karlin, Thank you for your interest in our product! On Thu, 2007-11-15 at 11:15 +0200, Anders Karlin wrote:
Hi,
I got more than one question of how to use the system because I have never used an helpdesk-system. But I hoped someone already hade some kind of small user guide, of how to use the system like,
* How do I answare the sender of the ticket?
First of all you have to configure the Pop account to be used in the Admin section under the menu point SysConfig. Then search for smtp. There you can make the neccessary settings in the Core::Sendmail section of the Framework
* Can I set how long time one ticket have cost the supportdepartment?
You cannot, at this point see how long a ticket took to close without manually looking in the ticket history. This feature is not available becuase the lifetime of the ticket does not end with the status closed.
* Should I rename default queues or how should I use them? My incomming tickets land in the Postmaster-queue without any filter.
This is fully up to you. It is a question of the individual logic and process structure
* What is Email-Ticket used for?
To create a ticket and automatically generate an email to the customer so that the customer has a copy of the problem description and ticket number to make updates to his/her request.
* How do I put an ticket into someones queue?
With the queue selection when you create a ticket, or you can move the ticket later as well. The queues are not designed for a single person. More like 1 queue 10 people each queue has a different subject like Service, Internal, External, Hardware, Customer Request, Jobs and so on. If you are seriously considering to implement a helpdesk software, OTRS is your best choice. Especially when you have no experience with other helpdesk software. Contact us if this could be of interest. Try our demo system http://demo.otrs.org ((enjoy)) Shawn Beasley -- ((otrs)) :: OTRS AG :: Europaring 4 :: 94315 Straubing Fon: +49 (0)9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97505 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann