Hi Shawn,


Shawn Beasley wrote: 
Hi,

On Feb 3, 2010, at 18:55 , Hirantha Wijaywardena wrote:

  
I am very new to OTRS but running the system successfully. Sorry if this
question answered but I couldn't find anything; my bad.

    

How do you then deal with level 1 issues?

To support level-1 issues we have separate teams (country level) and their support is on end client applications. Level 2 & 3 are infrastructure and application development related. Level 2 & 3 should not support client application related issues but is there any infrastructure, development related or level-1 queries may contact level 2 & 3.

Sometimes customers are To/Cc: to Level 2 & level 3 while they querying level-1 support; but there are issues directly from customers which needs level 2 & 3 support. Before the ticket system, we reviews the inquiry and leave it to handle by the level 1 (if it is level 1). But with the OTRS it creates a ticket; so we have to close the ticket and customers are confused about the ticket they have received.

It is better if the system has capability to not to issue a ticket number with the auto-responder but review the email inquiry and issue a ticket as agent's first response to the customer (if it is level 2 & 3). 
  
I would like to generate/create the ticket once agent's first response
to the inquiry. The reason because, our supporting levels are 2 & 3. We
do not need to answer and create a ticket for every inquiry emailed by
the customer to our support email address, unless it is genuine level 2
or level 3 issue. Right now every incoming mails to the support email
will create a ticket. Sometimes customers are Cc: to the support email
(which are not issue related) and it will generate tickets.

Would it be possible to get this done? Please advice.
    

I'm still not quite sure what you want to do. I recommend letting things run as as they are, and if the issue is a level 2 issue, you can move the ticket to the level 2 queue and generate then a response with a ticket number to your customer. Until that point, your customer does not have to know that a ticket was even created. You can even close the tickets upon arrival, and only open them if they are generally level 2 or above. But again, this leaves me asking what do you do with level 1 tickets.
There is no level 1 tickets neither ticket system implemented for level 1 support. Level 1 interact with customers for client application related issues.

What we looking at level 2 & 3 is auto-respond to the inquiry we receive to the system and review the inquiry and send a response to the customer with the ticket # if it is level 2 & 3.

Hope the requirement is clear and I did not get your point exactly on "your customer does not have to know that a ticket was even created" though it is sense that this is what we want while we sending them auto-response message without a ticket number.

Please advice.

Regards
Hirantha

///Shawn
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