Hi Marcus, Marcus Hopwood schrieb:
Hi,
We've been using OTRS in our organisation for about 6 months now and in many ways it does everything we want and has been a vast improvement over previous ad hoc systems. There are two areas that are frustrating though and may cause me to look elsewhere for other solutions:
1. Our customers are companies - but of course we get support requests from individuals. Obviously you can link them together using the same CustomerID but what would be great would be the ability to select the customer from a drop down box when a ticket comes in on order to set the CustomerID.
Think about this solution: OTRS receives a mail from an individual within one of your "customer companies". Normally, his mail-address is stored as customer-user-login and customerID/customer#. You can remain the mail-address as customer-user-login, but change the customer# to a unique string for all individuals of his company, e.g. company name. So you have stored the individual himself, but also his belonging to the customer company. This change can be done automatically through PostmasterFilter, e.g. define a filter which searches for mail-addresses .*@your-customer.com (you could also use the mail-domain as customer# if you just want to define one single postmaster filter). Your individual contact persons within
2. Reporting - I'd love to generate some more reports - things that spring to mind are:
Number of new tickets in office hours / out of hours Time between new ticket created and first agent response Time between new ticket and ticket closed
Have a look at several posting of the last weeks (I did some postings).
What are other people's experiences in these areas?
Thanks,
Marcus
Bye, Alex