Hello OTRS Fans, I'm currently writing the OTRS manual for our agents and I'm thinking about removing the Phone-ticket link in the user interface so that no one can use it. Why ? ==> Because: - When creating a phone ticket, no e-mail is sent to the customer, and he doesn't know the ticket number for future reference and he is not invited to go to the customer web interface to follow his ticket. E-mail ticket does it very well. - Someone would say: Phone ticket is for customer who don't have e-mail address. Wrong, e-mail address is mandatory when creating a customer user. - I think, even if the curtomer phoned to ask for a question or a service, the ticket should be created through the E-mail-ticket page and not through the phone-ticket page. Am I right ? Did I miss something in the phone-ticket functionnality ? What do you think about that ? Any experience would be helpful. Regards, Régis
Régis OBERLE wrote:
I'm currently writing the OTRS manual for our agents and I'm thinking about removing the Phone-ticket link in the user interface so that no one can use it. Why ? ==> Because:
- When creating a phone ticket, no e-mail is sent to the customer, and he doesn't know the ticket number for future reference and he is not invited to go to the customer web interface to follow his ticket. E-mail ticket does it very well. - Someone would say: Phone ticket is for customer who don't have e- mail address. Wrong, e-mail address is mandatory when creating a customer user. - I think, even if the curtomer phoned to ask for a question or a service, the ticket should be created through the E-mail-ticket page and not through the phone-ticket page.
When a customer phones us, we use the Phone Ticket feature. We don't ask them to fill out some form, but just summarize the point of the call and put that in a ticket in OTRS. Either your company will follow up via email (and then the customer can respond via email), or you just use phone calls and you can add notes to the ticket about followups. It seems like this feature was intended to be used this way. Of course you might not like the feature, and sure, you can remove the button if it's bothering you. Nils Breunese.
Régis OBERLE wrote:
Hello OTRS Fans,
I'm currently writing the OTRS manual for our agents and I'm thinking about removing the Phone-ticket link in the user interface so that no one can use it. Why ? = Because:
- When creating a phone ticket, no e-mail is sent to the customer, and he doesn't know the ticket number for future reference and he is not invited to go to the customer web interface to follow his ticket. E-mail ticket does it very well. - Someone would say: Phone ticket is for customer who don't have e-mail address. Wrong, e-mail address is mandatory when creating a customer user. - I think, even if the curtomer phoned to ask for a question or a service, the ticket should be created through the E-mail-ticket page and not through the phone-ticket page.
Am I right ? Did I miss something in the phone-ticket functionnality ? What do you think about that ? Any experience would be helpful.
Regards,
Régis _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? =http://www.otrs.com/
Hi Regis! We use only phone ticket (we've disabled e-mail ticket) because all customers contact our call-center using a phone, not e-mail. By the way you can change the structure of customer info, so e-mail want be mandatory field. In my case I've get customer info from other DB. -- MoiKrug - ??????? ???? http://bg8s.moikrug.ru/?from=userlink??????? ???? http://bg8s.moikrug.ru/?from=userlink
Egor Tsilenko wrote:
Régis OBERLE wrote:
Hello OTRS Fans,
I'm currently writing the OTRS manual for our agents and I'm thinking about removing the Phone-ticket link in the user interface so that no one can use it. Why ? = Because:
- When creating a phone ticket, no e-mail is sent to the customer, and he doesn't know the ticket number for future reference and he is not invited to go to the customer web interface to follow his ticket. E-mail ticket does it very well. - Someone would say: Phone ticket is for customer who don't have e-mail address. Wrong, e-mail address is mandatory when creating a customer user. - I think, even if the curtomer phoned to ask for a question or a service, the ticket should be created through the E-mail-ticket page and not through the phone-ticket page.
Am I right ? Did I miss something in the phone-ticket functionnality ? What do you think about that ? Any experience would be helpful.
Regards,
Régis _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? =http://www.otrs.com/
Hi Regis! We use only phone ticket (we've disabled e-mail ticket) because all customers contact our call-center using a phone, not e-mail. By the way you can change the structure of customer info, so e-mail want be mandatory field. In my case I've get customer info from other DB.
Hi Egor, How do you make the email not be mandatory? Steve
-- MoiKrug - Циленко Егор http://bg8s.moikrug.ru/?from=userlinkЦиленко Егор http://bg8s.moikrug.ru/?from=userlink
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Egor Tsilenko wrote:
Régis OBERLE wrote:
Hello OTRS Fans,
I'm currently writing the OTRS manual for our agents and I'm thinking about removing the Phone-ticket link in the user interface so that no one can use it. Why ? = Because:
- When creating a phone ticket, no e-mail is sent to the customer, and he doesn't know the ticket number for future reference and he is not invited to go to the customer web interface to follow his ticket. E-mail ticket does it very well. - Someone would say: Phone ticket is for customer who don't have e-mail address. Wrong, e-mail address is mandatory when creating a customer user. - I think, even if the curtomer phoned to ask for a question or a service, the ticket should be created through the E-mail-ticket page and not through the phone-ticket page.
Am I right ? Did I miss something in the phone-ticket functionnality ? What do you think about that ? Any experience would be helpful.
Regards,
Régis _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? =http://www.otrs.com/
Hi Regis! We use only phone ticket (we've disabled e-mail ticket) because all customers contact our call-center using a phone, not e-mail. By the way you can change the structure of customer info, so e-mail want be mandatory field. In my case I've get customer info from other DB.
Hi Egor, How do you make the email not be mandatory? Steve
-- MoiKrug - Циленко Егор http://bg8s.moikrug.ru/?from=userlinkЦиленко Егор http://bg8s.moikrug.ru/?from=userlink
------------------------------------------------------------------------
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-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi there,
When creating a phone ticket, no e-mail is sent to the customer, and he doesn't know the ticket number for future reference and he is not invited to go to the customer web interface to follow his ticket.
...if you activate "Auto-Responses" for the phone tickets queues, an auto response email (with the ticket number) is also sent to the customer. regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFIQ+WBvXo8m5PgoXQRAhkqAJ9gSUEo5+cs0ljRKG/Q/XxE/xBztgCeLrrK dyz5c2DeAvO+j6uQ5o+9dmY= =oV0O -----END PGP SIGNATURE-----
participants (5)
-
Egor Tsilenko -
Nils Breunese (Lemonbit) -
Régis OBERLE -
Steve Clark -
Torsten Thau