50/50 The phone ticket has being useful for us when because we are an in house operation. The PH number is used as the contact point for company reasons (personal contact) , as well for those that do not have computing resources at hand. There are a lot of tasks/trouble tickets that are not usually sent as an email but in conversation. I think it has benefit. It should not always be email centric. Great opportunity to refine it rather than remove it My 2cents worth.  Best Regards Theo PPlease consider the environment before printing this e-mail ----- Original Message ---- From: Régis OBERLE To: User questions and discussions about OTRS.org Sent: Monday, 2 June, 2008 9:26:54 PM Subject: [otrs] Email-ticket vs Phone-ticket 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/