We are aware of the limitations of our current ticketing system. I expect
we will have a much better solution in place sometime in October.
Fortunately, our reps are top notch. :)
sA
At 10:29 PM 9/8/00 -0700, you wrote:
> > I like that you assign ticket numbers to inquiries, but the responses all
> > seem to come addressed from [EMAIL PROTECTED], no matter who answers. It
> > would be nice to be able to reply back and have my note reach the SAME
>
>Actually that is how a trouble ticketing system should work... Your reply
>should go back into the tracking system, and be attached to the existing
>thread for the ticket number. Then the technician assigned to that ticket
>should respond to the reply. If they are unavailable, the complete history
>is right there, all linked together.
>
> > person who already knows what is going on. When different people are
> > answering, no one seems to get the full picture. By the same token, I
>
>It sounds like the system is not properly set up, or the tech is not
>reviewing the history...
Scott Allan
Director OpenSRS
[EMAIL PROTECTED]
