Regarding phone ticket

[snowy]

Hi,

What would be the normal life cycle of a phone ticket.?

you get a phone call from customer @ help desk.
you make a phone ticket and adds to queue(say phone queue).
you add a note to this phone ticket for the answer you gave.

Here each phone call means a new ticket number ?

Regards,
snowy

[snowy]

One more query.

If one is using only phone tickets & not any email tickets, then how will the customers be added to the system as the customers usually register via the web interface.Is there any other way?

[crythias]

If you wish to add a note to a ticket, without creating a new ticket, you have the ability to do that. Follow-ups also generally append to the ticket.

Customers can be added manually via the Admin front-end, or read from an existing database/LDAP/Active Directory, or allowed to self-register.

In general, OTRS allows *anyone* who is able to craft an email to the OTRS email box to make a ticket, regardless of whether or not that entity is actually a customer This is nice, sometimes (google voice to forward to your ticket system?), but otherwise it means that any spammer may make a ticket.

[snowy]

I wanted to know about working of otrs in a system where the customers contact only through phone calls made to help desk.
Scenario:
Suppose a company is having only help-desk where 1-2 employees will be attending calls from customers.Hence no email trouble ticket will come into picture here.

Admin has already made a list of customers who can call.

So whenever a call comes from a customer, the employee asks for customer name and checks whether he is a valid customer and replies to him,
The employee will also be selecting "create phone ticket" link to create the query/request by customer and each answer given by him will be added as a note to this phone ticket.
Before ending the call the employee will tell the caller his refernce ticket number for any follow up calls.

As a result the OTRS will archive all the requests made by customers.

Is this the way of working of OTRS in such a system?

[jojo]

Yes, you can work this way, if you wan't

You don't need to have list, you can store the customers in the database.