Markus Uelzer wrote:
Currently it is planned to use OTRS in our helpline. We ordered a managed server now, but there are still some things left which I am unsure about.
It is planned to have main queues for every language (we habe support mail adresses for every language). Every language queue will diveded in subqueues for each of our products.
Now the thing is, we will have to do weekly reportings to our Headquarters and they want even to know how many inquiries we received for cxertain categories (like "General questions", "Technical Problems", "Account Problems" ...) What would be a good way to implement those categories also in OTRS. Would there be the possibility to define such categories and our agents can selct the proper category when they close the ticket?
You could maybe create another level of queues or create special ticket types for the different problem categories. I have used neither, but I think it should be possible. Nils Breunese.