Régis OBERLE wrote:
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.
When a customer phones us, we use the Phone Ticket feature. We don't ask them to fill out some form, but just summarize the point of the call and put that in a ticket in OTRS. Either your company will follow up via email (and then the customer can respond via email), or you just use phone calls and you can add notes to the ticket about followups. It seems like this feature was intended to be used this way. Of course you might not like the feature, and sure, you can remove the button if it's bothering you. Nils Breunese.