Hello,
we will switch to otrs soon, but there are two things we would like to have:
1. in the ticket-view, when you are zoomed in, you see all items of that
ticket in a tree view. Is it possible to flipp all the item open, so that
one can see the content of all the phone calls and mails in one view. That
would be very helpfull to get an overview over the ticket, for instance if
you have taken over a ticket from an other user.
2. in the ticket view again, you only have the possibility to compose an
email or phone call if you have selected the first item of the ticket (e.g.
the mail with which the case was created or the appropriate phone call). But
if you want to compose a mail or call the customer, than the information
from the last item is most important. Is it possible to insert the links for
'Compose Answer (email)' and 'Contact customer (phone)' in the ticket view
even if you have selected the last item?
In addition we mentioned a little problem by creating the