Znuny Open Source Ticketsystem

Wow! Thanks for the long explanation. This part confuses me: I could sell "Donuts" to Bob (and his company) and sell "Donuts" to Jane (and her company) but I don't have to worry about whether Bob or Jane knows that the other have been sold donuts. So you're saying that it doesn't...

You're using customer based queue? Now you know why I say don't do that. I know :( I read the article where you explain why you shouldn't implement customer based queues and use services instead to separate customers. This way it felt more intuitive. Queues to separate departments like helpdesk and...

Thank you, I will give that a try.

Yes, I configured some ACL's to only show the corresponding queues to their corresponding customers.

Thank you, unfortunately "Ticket::Frontend::CustomerTicketMessage###QueueDefault" can't solve my problem. I have set up multiple customers with only one selectable queue, so in order to use this function I would need to receive all tickets from all customers in a temporary queue and then d...

Hello everyone, I'm facing another problem :) When a customer user wants to open a new ticket in the customer panel he needs to select a queue. What if the customer can only see 1 queue? Then is kind of unnecessary for the customer to "waste time" making 2 more clicks to do so (I know it s...

I created a "phone call" template just to test, it needs to be associated with a queue (Sysconfig > Templates<->Queues), then that template is going to be available when an agent selects the option "phone call inbound/outbound " to update an already existing ticket. I'm guessing ...

Hello everyone, I need some help with a problem that I can't figure out how to solve. Problem : When an agent is creating a new phone ticket he needs to assign a CustomerUser, so he starts typing the name of the already created user but the search includes all users from the DatabaseBackend, he can ...

So in order to pause the time for a ticket you need an 'OTRS Bussiness Solutions' support contract (+$30K/year), that way you can use the Escalation Suspend "freely selectable" feature.

https://www.otrs.com/otrs-business-solu ... n-suspend/