Actual use of the OTRS system in a production environment?
I apologize in advanced if this is the wrong forum to ask of this, but it is very important. I am in charge of technology at joann.com, the largest arts and crafts ecommerce site out there. This includes a call center that houses many agents. We are currently using a product called Facetime for our customer care emails. Needless to say, this product is too simple for us and not customizable. I have been monitoring the OTRS web site and mailing lists, and I can clearly see that this product can work great for us. I've even showed it to our customer care manager, and she is loving the added functionality. In trying to sell the product to management, it's very easy to say that the product is open source (FREE, but with cost for support) and that it will run on a server that I recently bought (an Apple Xserve). But, the standard question of "Is this something that is actually used at a big company out there?" comes up. Direct responses to me would be appreciated on: Amount of agents using the system at your location Number of tickets that you have in the system and have you seen any problems with a large amount of tickets in the system Any problems that you've noticed with the system What maintenance do you perform on the system and what is the amount of time spent of making sure that everything is working I clearly see that the developers are monitoring the mailing list as they are always willing to help. I've actually made it a point that if I were to setup OTRS for our own use, that we would definitely get support through otrs.de as it's always a good idea to support those who make your life a little easier. I thank all of you in advanced for any responses and could create a short summary of the responses that I could post to the mailing list. Juan Gonzalez Manager, Information Technology Ideaforest 2361 Rosecrans Ave. Suite 360 El Segundo, CA 90245 juan@ideaforest.com
Juan Gonzalez wrote:
I apologize in advanced if this is the wrong forum to ask of this, but it is very important.
I am in charge of technology at joann.com, the largest arts and crafts ecommerce site out there. This includes a call center that houses many agents.
We are currently using a product called Facetime for our customer care emails. Needless to say, this product is too simple for us and not customizable.
I have been monitoring the OTRS web site and mailing lists, and I can clearly see that this product can work great for us. I've even showed it to our customer care manager, and she is loving the added functionality.
In trying to sell the product to management, it's very easy to say that the product is open source (FREE, but with cost for support) and that it will run on a server that I recently bought (an Apple Xserve). But, the standard question of "Is this something that is actually used at a big company out there?" comes up.
Direct responses to me would be appreciated on: This is a mailing list meant for open communication.
Amount of agents using the system at your location
6 Tech support, 3 Receptionists
Number of tickets that you have in the system State Tickets open 220 new 300 closed successful 44150 closed unsuccessful 2566 pending reminder 110
and have you seen any problems with a large amount of tickets in the system Not a one.. One tip.. make your TT number format small. I made the mistake of using TT#'s that are way to long to be useful.
Any problems that you've noticed with the system Other then it being lighting fast, nope. The mailing list support is one of the few that really helps you.
What maintenance do you perform on the system and what is the amount of time spent of making sure that everything is working. I have spent maybe a total or 10 hours maintaining it since I stated using OTRS about 18 moths ago.
A few areas I would like to see OTRS grow in. 1. When an agent leaves.. there is no good one step GUI way of moving their tickets to another agent. 2. You can make an ex-agents account invalid, but not delete it or their queues. You are left with a lot of invalid accounts, which makes it hard to admin the valid accounts. 3. Agent stats and general stats still are lacking any good "usable" info.
I clearly see that the developers are monitoring the mailing list as they are always willing to help. I've actually made it a point that if I were to setup OTRS for our own use, that we would definitely get support through otrs.de as it's always a good idea to support those who make your life a little easier.
They also offer training classes and a Cert I believe.
I thank all of you in advanced for any responses and could create a short summary of the responses that I could post to the mailing list.
Juan Gonzalez Manager, Information Technology Ideaforest
2361 Rosecrans Ave. Suite 360 El Segundo, CA 90245 juan@ideaforest.com
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Erik Mathis -
Juan Gonzalez