
Hi, What are the use cases for which one should go for creating email ticket on web interface and not phone tickets or sending a mail. Thanks and Regards, Manish Ramteke

Hi,
Please help me with this.
On Wed, Mar 10, 2010 at 1:11 PM, manish ramteke
Hi,
What are the use cases for which one should go for creating email ticket on web interface and not phone tickets or sending a mail.
Thanks and Regards, Manish Ramteke
Regards, Manish Ramteke

If you talk about the Email-Ticket (ticket outbound) is quite simple: you can send a mail on behalf of you support-area to a customer, put someone in cc or even in bcc and, at the same time, open a ticket.
We use this in order to trace our self-triggered activities.
Ciao, d.
________________________________
Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Per conto di manish ramteke
Inviato: mercoledì 10 marzo 2010 12:51
A: User questions and discussions about OTRS.
Oggetto: Re: [otrs] Email tickets
Hi,
Please help me with this.
On Wed, Mar 10, 2010 at 1:11 PM, manish ramteke

it's dependant by your organization flows but they could be synthesized like
(IMO):
email ticket: it could be an address given to a still not well known
customer or extemporaneously ones
customer.pl(web): well know customers and/or clients
phone ticket: inbound request taken by phone by an agent or a newly created
ad hoc by the same actor
email ticket: outbound request - communication with the client
MV
On Wed, Mar 10, 2010 at 12:50 PM, manish ramteke wrote: Hi, Please help me with this. On Wed, Mar 10, 2010 at 1:11 PM, manish ramteke <
manish.s.ramteke@gmail.com> wrote: Hi, What are the use cases for which one should go for creating email ticket
on web interface
and not phone tickets or sending a mail. Thanks and Regards,
Manish Ramteke Regards,
Manish Ramteke ---------------------------------------------------------------------
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participants (3)
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CARNINO Daniele (FIAT ITEM)
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manish ramteke
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Marco Vannini