Could not group the customers
Hi eveybody, The outside customers sends emails to my OTRS system from various emailIDs. The customers are not able to login through the webinterface. They use their email client or webmail or thirdparty emails (yahoo,gmail) to send their request. Whats my problem is I could not group them. I can receive their request and send the solutions to them successfully. But I could not set a search criteria for them. How can I solve this problem Thanks in advance ~ -- Bipin Das Linux Administrator, Spectrum Phone : +91 484 234 6344 www.spectrum.net.in
Bipin Das wrote:
Hi eveybody, The outside customers sends emails to my OTRS system from various emailIDs. The customers are not able to login through the webinterface. They use their email client or webmail or thirdparty emails (yahoo,gmail) to send their request. Whats my problem is I could not group them. I can receive their request and send the solutions to them successfully. But I could not set a search criteria for them. How can I solve this problem
Give the different users (with the different e-mail addresses) the same CustomerID. Nils.
Hello, we're evaluating OTRS for our company. We have about 30 "agents" who would use OTRS if it is implemented. We need one specific feature though ,and I' not sure if OTRS has it. We have a few hundred "pro" customers, and those pro-customers each have their own support agent which they always e-mail with. Is it possible with OTRS to set up a customer database, and when one of these pro-customers creates a new support ticket via e-mail or via the customer web interface, that this new ticket is directly assigned to a specific agent, instead of going to a regular queue, to make sure that the ticket is assigned to and answered by this pro-customers' "personal" support agent? Kind regards, Tom
participants (3)
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bipin＠spectrum.net.in -
Nils Breunese (Lemonbit Internet) -
Thomas Riedrich