Disable inbound/outbound call notes from Customer Frontend

[stylle]

Hello guys,

we're testing OTRS with ITSM in our University and verified that if an Agent opens the inbound/outbound call from a Ticket and submits it's notes on the respective dialogue box the Customer will not receive an email with those notes which is expected since the client contacted us or was contacted by phone and we see those notes like internal notes.

The problem is that nevertheless the Customer does not receive an email with those notes, he will see those notes if he access the Customer.pl frontend. Can we disable this so that the Customer those not see the Inbound/Outbound call notes from his frontend?

We've tried to search the SysConfig for parameters that could hide this notes from the Customer.pl frontend but haven't find none.

Thanks in advance,
Stylle

[crythias]

Make it internal

[stylle]

Make it internal

Hi Crythias, thanks for your quick reply. We don't get such an option to select it as Internal or External like we do have when creating notes. Is it something that can be configured in SysConfig?

[crythias]

I don't see it either, but since you know a note can do it, do you need the phone button?

[stylle]

I don't see it either, but since you know a note can do it, do you need the phone button?

I do get your point, and that's an alternative that we had though before but that invalidates the purpose of the phone buttons.

The phone button allows the board to see how many calls were made or received, it also helps the agent in the Ticket Zoom to quickly see/find calls made within that Ticket. If we use the notes button that info will not be registered and it will be hard to generate statistics on it.

If the information registered with the call buttons is supposed to be accessible to the Customer via Frontend why is it not sent to the customer via email too?

[crythias]

why is it not sent to the customer via email too?

because it's a log, not correspondence.

[stylle]

why is it not sent to the customer via email too?

because it's a log, not correspondence.

Crythias, thanks for the explanation, that explains the difference between the customer interface and the email system.

Here we do see the customer frontend has an interaction interface with the Helpdesk Team since besides the logging it also allows the customer to do searches on its own tickets, create new tickets and reply to previously created ones. The Agents team will have to be very carefully with the notes provided when using the inbound/outbound calls since customers will have access to it.

Regards

[crythias]

My workflow is like this:
Create a base ticket that summarizes the needs of the customer. -- that's it. One or a few sentences and click ok.
This guarantees the ticket is created and the customer gets notified as appropriate. I've also added my own "I got this" notification, so the people who get the "New Ticket" notification know that someone has already locked the ticket.

Next, add internal/external notes/reply as needed.
upon last agent correspondence (this is personal preference), set next state to pending auto close +2 days, or close immediately. In what I do, there's enough "oh, I forgot this to add" that accounts for not *really* closing the ticket.

Your SLA may vary in this step, and you may need to close on close.