OTRS Setup - Flowchart

[AMSORT]

I would like to setup OTRS system for activity where customers are unknow people asking about our software we sell.

There are so many options to set that it makes a headache.
Is there any scenarios described somewhere? Or maybe something like Flowchart? If yes whre can I find it?
Th scenartio starts from:
1. Someone is sending first email (without a ticket)
2. OTRS is generatinng a new ticked and sending autoanswer to customer
3. Selected AGENTS gets message "New Email arrived"
......

Marek

[crythias]

So far, you've described how OTRS works.

• Set up an email address
• Tell OTRS how to get it (OTRS will delete as it retrieves all mail from the box)
• PostmasterMailbox grabs every 10 minutes (by default)
• The ticket is assigned to a queue based upon mailbox or recipient
• A new ticket is created
• If an autoresponsee is assigned to the queue for new tickets, the sender gets the autoresponse
• Agents who have the queue in their "My Queues" and have notifications enabled will receive "You have a new ticket"
• Agents log into the OTRS system. The first one to lock or hit Reply "owns" the ticket so as not to confuse the customer.
• Agents handle the ticket and record issues in note-external (the customer sees this), reply (the customer gets an email) or note-internal (agent-only: Part pricing, conversation, internal feelings about customer)
• Agents may put the ticket in Pending to be reminded to call back, or simply close the ticket after the set time.
• Agents may close the ticket

This is a simplistic rundown, and there are ample actions that may be permitted (change priority, title, queue, customer...)

Why change queue? This isn't sales/lead, this is support. Change queue and now "support" agents can handle the ticket. This is seamless to the customer. They don't know what happens, but the appropriate person will handle the ticket.