Is there an option to "tag" tickets?

[sandern]

Hi,

Setup:

OTRS is linked to a contact form on a website (using just 1 e-mail address to submit the tickets into OTRS). Some queues have been set up (i.e. technical assistance, complaints, etc.).

Goal:

We would like to categorize incoming support questions for reporting purposes (i.e. "number of tickets submitted for questions on form A", "number of tickets submitted for questions on function B"). However, I want to avoid creating a massive amount of sub-queues and ask our agents to move the ticket to the related queue, nor do I want to force our customers to make a selection upon ticket submission. Is there a way to define "tags", which can be linked to a ticket for this purpose? Preferably defined by an admin and selectable from a combobox, but free text will do.

Any help is much appreciated!

-- Sander Nouwens

[crythias]

Check out ticket free text fields.