Hi Duarte Cordeiro
We have a 10000 customer base, 200 distinct locations (buildings), 150 system users (technical staff), a front office (5 members), interact with 5 different companies that use our OTRS installation.
thank you for posting your experience with your really big otrs-installation - very interesting.
2) Distinguish front office creating a ticket, and front office working on a ticket. Its still difficult to find out. Because when I create a phone ticket, my user "works" on the ticket. I needed another user level... I think (for example, I can't use escalation, because our frontend team needs to have access RW to every queue, but some tickets can't be solved by us, and if a ticket escalates and we can't solve it, just messes up with everyone).
I don't know if I got you right on this point: you can't use escalation because other non-escalated tickets would be hidden? That's the default setup, but you can use Ticket::Frontend::NoEscalationGroup to disable the escalation-view for a group of agents.
3) the customer front end is too complex (believe me) to be used by our customers.
I really believe you!
We're planning to change to a NNM solution but I think OTRS is in the correct path. Talking about customer users, I don't know where the developers are aiming to, but if they intend to have a large audience, think that we can't tell users that they need to choose a email, a queue, or something different than helpdesk@yourcompanny.com to get their request going.
What are the reasons for changing. The missing features you mentioned? Bye, Alex