How many agents, just you? How many customers? You simply may not have
enough of either to justify using a HelpDesk system such as OTRS, which is
geared towards SMB to enterprise customers.
Metrics also translate into SLA's. If you care about the customer then you
would care to see how well you are responding to his needs?
Can you tell me one system/application you do think does a better job of
making it convenient for the agent to work customer submitted issues?
-Andy
On 10/29/07 9:36 PM, "Jo Rhett"
Unless you don't care about metrics but instead convenience of answering the customer.
OTRS makes everything inconvenient, as far as I can tell.
On Oct 26, 2007, at 6:01 AM, Andy Lubel wrote:
i absolutely agree. people need to own (lock) the tickets they work on otherwise certain metrics you would want later cant be gotten. like time open --> working (locked) --> close.
unless of course you are a 1 man helpdesk :)
-Andy Lubel
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Richard Hinkamp - BeSite Sent: Friday, October 26, 2007 5:06 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Remove lock option from tickets
Disabling locks is not the way to go imho. Locks are great for preventing double answers etc (2 people handling the same ticket at the same time and giving different answers to the customer for example :S). What you problably want is an auto unlock after an answer. What you can do is setting the default state after answering a ticket to "closed succesful", in config: $Self->{'Ticket::DefaultNextComposeType'} = 'closed successful';
This way a ticket is closed by default after answering. When a new reply comes from the customer, it will show in the main queue again, without a lock. This way you can share all tickets with all people and only lock the ticket when you are handling the ticket (and this way prevent double handling of same ticket).
Richard _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/