On Mon, 2003-01-27 at 07:46, Stefan Wintermeyer wrote:
Hi Guys,
maybe this could be a solution for the e-mail discussion. Tell me what you think about it:
An agent has to use the browser interface to "get" the tickets but the system sends the tickets to his e-mail account. There could be a "lock ticket and send this ticket to me by e-mail" functionality. We did have such an approach at the STTS (the trouble ticket system at SuSE). In case an agent doesn't answer this e-mail within a period of time it gets unlocked again automaticly.
Pro: Every agent can use his favorate e-mail client. Con: Every agent has to use a browser and an e-mail client (two tools).
BUT, one of the key features of the OTRS is the possibility to create standard responses and to answer these tickets very very fast. To use an e-mail client to answer the tickets is kind of bypassing this idea.
take care Stefan Wintermeyer
Stefan, Two years ago we faced the same situation in building our $5 million web-based e-procurment system. Specifically, we knew the client service reps spent most of their time with email, faxes and the telephone. We couldn't expect that they would, without prompting, log in to a web site to deal with customer queries from this new channel. So, what we did was have the system send an alert via email to the customer service rep, letting them know that a customer or vendor: (i) asked a question, (ii) placed an order, (iii) updated a quote, etc. The body of the email contained the description of the activity that required their help, and a link *to the specific web page* where they could deal with the issue. All they had to do was click the weblink, log in, and then they were right where they needed to be on the system to deal with the issue. We developed this feature at the suggestion of one of the customer service reps, who was very good at process efficiencies. I hope this suggestion is helpful to you. -- ___________________________________________________________________ A Message From... L. Mark Stone http://www.lmstone.com