How much time do your agents spend to enter the same settings for all the tickets? Probably too much With TicketTemplates, you can define templates for new phone tickets. You can define the default values for
* Ticket Type
* Subject
* Priority
* Text of tickets
* Queue
* Owner
* Time units
* Service (if later selected customer has the service)
* SLA (if later selected customer has the service)
http://feature-addons.de/otrs/Ticket/TicketTemplates (german)
New Module on Feature-Addons.de: TicketTemplates
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New Module on Feature-Addons.de: TicketTemplates
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Free Znuny add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de