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type: Content of: <book><bookinfo><legalnotice><para>
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Context English State
en
OTRS 6 - Admin Manual
<copyright> <year>2003-2017</year> <holder>OTRS AG</holder> </copyright> <date>2017-03-06</date>
This work is copyrighted by OTRS AG.
You may copy it in whole or in part as long as the copies retain this copyright statement.
All trade names are used without the guarantee for their free use and are possibly registered trade marks. All products mentioned in this manual may be trade marks of the respective manufacturer.
You can help translating this documentation to your language at <ulink url="https://translate.otrs.com/">translate.otrs.com</ulink>.
Introduction
Administration
Email Settings
Ticket Settings
Customization
Appointment Calendar
Trouble Ticket Systems - The Basics
This chapter offers a brief introduction to trouble ticket systems, along with an explanation of the core concept of a trouble ticket. A quick example illustrates the advantages of using such a system.
What is a trouble ticket system, and why do you need one?
The following example describes what a trouble ticket system is, and how you might benefit from using such a system at your company.
Let's imagine that Max is a manufacturer of video recorders. Max receives many messages from customers needing help with the devices. Some days, he is unable to respond promptly or even acknowledge the messages. Some customers get impatient and write a second message with the same question. All messages containing support requests are stored in a single inbox folder. The requests are not sorted, and Max responds to the messages using a regular email program.
Since Max cannot reply fast enough to all the messages, he is assisted by the developers Joe and John in this. Joe and John use the same mail system, accessing the same inbox. They don't realize that Max often gets two identical requests from one frustrated customer. Sometimes they both end up responding separately to the same request, with the customer receiving two different answers. Furthermore, Max is unaware of the details of their responses. He is also unaware of the details of the customer problems and their resolutions, such as which problems occur with high frequency, or how much time and money he has to spend on customer support.
At a meeting, a colleague tells Max about trouble ticket systems and how they can solve Max's problems with customer support. After looking for information on the Internet, Max decides to install OTRS on a computer that is accessible from the web by both his customers and his employees. Now, the customer requests are no longer sent to Max's private inbox but to the mail account that is used for OTRS. The ticket system is connected to this mailbox and saves all requests in its database. For every new request, the system automatically generates an answer and sends it to the customer so that the customer knows that his request has arrived and will be answered soon. OTRS generates an explicit reference, the ticket number, for every single request. Customers are now happy because their requests are acknowledged and it is not necessary to send a second message with the same question. Max, John, and Joe can now log into OTRS with a simple web browser and answer the requests. Since the system locks a ticket that is answered, no message is edited twice.
ComponentTranslation
This translation Translated OTRS 6/Administration Manual You may copy it in whole or in part as long as the copies retain this copyright statement.
The following strings have the same context and source.
Translated OTRS 6/OTRS::ITSM Manual You may copy it in whole or in part as long as the copies retain this copyright statement.
Translated OTRS 6/Developer Manual You may copy it in whole or in part as long as the copies retain this copyright statement.

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type: Content of: <book><bookinfo><legalnotice><para>
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read-only
Source string location
en/book.xml:20
String age
10 months ago
Source string age
10 months ago
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i18n/doc-admin.pot, string 5