OTRS 6

Administration Manual

English

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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.

Component	Translation
This translation Translated OTRS 6/Administration Manual	This work is copyrighted by OTRS AG.
The following string has the same context and source.
Translated OTRS 6/OTRS::ITSM Manual	This work is copyrighted by OTRS AG.

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Source string comment

type: Content of: <book><bookinfo><legalnotice><para>

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read-only

Source string location

en/book.xml:16

String age

a year ago

Source string age

a year ago

Translation file

i18n/doc-admin.pot, string 4