Sending ticket information

[NFBONF]

Hi guys

We are using OTRS version 3.2.6 and I was wondering if it is possible to notify a customer when a ticket is assign to an agent and not when I ticket is opened. The idea is to let know the customer witch agent is assign to his ticket so that they would know who will be dealing with.

Thank you

[wurzel]

Hi,

have a look in 3.3.x

Flo

[crythias]

I was wondering if it is possible to notify a customer when a ticket is assign to an agent and not when I ticket is opened. The idea is to let know the customer witch agent is assign to his ticket so that they would know who will be dealing with.

It's called having the agent be human. Until the agent communicates with the customer (via reply/Response) there is no need to tell the customer who the agent is that isn't talking to her.

[wurzel]

Hi,

oh yes, Crythias is right. My answer was typical technically. But Crythias is 100% right.

Florian

[NFBONF]

Hi Guys thanks for your answer but unfortunately its not enough.

Let me explain our situation, we are about 400 employers and OTRS is used by all of us. No external strangers if I can say so. So when one of our staff needs help then send an email to the HelpDesk which obviously goes to the OTRS system. When a ticket is assign to an agent the IT department wishes to acknowledge to this staff that his ticket will be taken care by who ever agent the ticket has been assign to and when to was assing. It's our way to say "Your call is important to us". : )

Hope this clarify a bit more our needs. If something like that could be done it would be great.

Thanks again

[crythias]

But ... your call isn't important until the agent responds.

The staff member sending an email gets an autoreply. "Thanks for your ticket. It will be addressed as soon as possible. [Your ticket is very important to us.]"

When a ticket is assigned to an agent ... nothing has happened to progress the ticket's contents. You have assigned a label to the ticket/changed the hat in which sits the ticket. But the ticket hasn't been addressed. Until the agent replies, it doesn't matter *who* has the ticket. It could be someone, or shifted around multiple times, or just no-one, and as far as the "why was the ticket created" -- nothing has happened.

"You have received an automated response. And the name of the agent applied to the ticket, is ... drum roll... John Smith! Congratulations!"

or, John Smith himself would click a reply (even a template/boilerplate) and say, "Hi <customername>,

I'm <agentname>, and I'll be handling your case. Please let us know if you have additional information regarding this request ..."

First of all, this accomplishes the SLA of first contact/response. (An automated response doesn't really cut it. If you're using an automated response to achieve first response SLA, you're cheating.)

Second, the reply by the human should have some indication that the agent has a grasp of the idea of the ticket's contents, if not a solution. It should establish a contact time to talk to the customer or at least present the first step toward the ticket resolution by a human.

Imagine. You're here on this forum, and you submit a post, and the forum moderator assigns a person to answer. So you get a post reply. "John has been assigned to answer you". ok. well, nice, but if John never answers or posts, what was the point? You get mad at John. Oh, also because the post is now locked to John, nobody else gets notification that you're complaining, either.

[NFBONF]

Hi crythias

Thanks for your answer and I do understand your point however, for us it DOES matter who has the ticket. So can it be done yes or no? And if so how?

Thanks again

[crythias]

Notification event.