Znuny and ((OTRS)) Community Edition

Thank you Crythias! But I would like to put in here how I would need it: Look my scenario... The OTRS is intended to work in a country with 2 official languages and this country has a lot of foreigners (english language), so OTRS should work with at least 3 languages because of its customers, and th...

So, if in my country I have 2 official languages plus english because of foreigners, should I replicate my queues, salutations, signatures and response templates 3 times because of languages ?!!!
Or to write my salutation, signature and response template in 3 languages in the same text ?!!!

How can I relate those things with the queue language ?!
For example, there isnt any field to indicate the language of a response template or salutation.

Hi

With OTRS, is it possible to define signatures, salutations and response templates in many languages to be send as response (of course) based on customer language?

Hmm, is this not the function of the "escalation warning" or do I miss something? It depends on your usage of the escalation. Either the escalation minutes are when it's due or before it's due. Figure out what you want to use and do that. You mean the escalation minutes, but I talked abou...

Just more 3 questions:

1 - Where do I define the amount time to escalate a ticket ?!
2 - Can an agent be notified before a ticket to be escalated ?!
3 - If yes, where do I define the amount time to notifiy the agent before escalate the ticket ?!

Hi

Is it possible to notify the agent when the ticket is not being worked by 3 days (for example) ?!

crythias wrote:Create a ticket event (programming) to do that.

I got it. Thanks!

crythias wrote:I understand your request, but there is another point of view that random people who send you email aren't customers...

But let's say, every message sent to that email address its sender should be registered to be treated like a customer that can follow up your tickets.

Thanks a lot

jojo wrote:only the customer can fill the form.

So, I may conclude that the customer cannot give feedback anonymously because a feedback is linked to a ticket and a ticket is linked to a customer, right ?!

jojo wrote:Can you explain your second question as it is not clear to me

Like, through a phone call, eg. the agent calls the customer and fills in the survey for him.

And another question, what is the *Valid* status for ?! How does it work ?!

Thanks in advance !!!

webipsum wrote:Boa tarde.
Estou usando o pendente autofechamento +, porém o fechamento não ocorre. Passa do horário agendado e nada acontece, ou seja continua como pendente autofechamento +.
Alguma dica?
Grato.

+1

Hi folks,

- The only way to send a survey to customers is by closing their tickets ?!
- Is possible a agent answering a survey to the customer ?!

Eu pude verificar os itens em vermelho! Alguem sabe informar sobre os outro em preto? Thanks! Olá pessoALL, Tenho alguns requisitos que precisam ser preenchidos por uma solucao service desk. Gostaria de saber se OTRS HelpDesk faz os requisitos abaixo e como (workaround ou nao): - Conta o tempo do ti...

Thanks one more time!

jojo,

Nice, thanks a lot !!!

I've seen others built-in permissions: note, close, pending, customer, freetext, move, compose, responsible, forward, and bounce.
About *compose*, what the difference between it and *create*, so what is that permission for?

Hi I've installed OTRS 3.1.7 and I was trying to understand how it works with agents vs permissions (ro, move_into, ..., rw), but I couldn't do it any way. I've tried creating an agent (Agent A) that just has permission to take care of a queue, eg. Raw, and move the tickets in there to suitable queu...

Olá pessoALL, Tenho alguns requisitos que precisam ser preenchidos por uma solucao service desk. Gostaria de saber se OTRS HelpDesk faz os requisitos abaixo e como (workaround ou nao): - Conta o tempo do ticket até sua solucao? - Permite somente o administrador mudar o status livremente? - Permite q...