Re: [otrs] Actual use of the OTRS system in a production environment?

[Erik Mathis]

Juan Gonzalez wrote:
I apologize in advanced if this is the wrong forum to ask of this, but
it is very important.
 
I am in charge of technology at joann.com, the largest arts and crafts
ecommerce site out there.  This includes a call center that houses many
agents.
 
We are currently using a product called Facetime for our customer care
emails.  Needless to say, this product is too simple for us and not
customizable.
 
I have been monitoring the OTRS web site and mailing lists, and I can
clearly see that this product can work great for us.  I've even showed
it to our customer care manager, and she is loving the added
functionality.
 
In trying to sell the product to management, it's very easy to say that
the product is open source (FREE, but with cost for support) and that it
will run on a server that I recently bought (an Apple Xserve).  But, the
standard question of  "Is this something that is actually used at a big
company out there?" comes up.
 
Direct responses to me would be appreciated on:
This is a mailing list meant for open communication.

 
Amount of agents using the system at your location
6 Tech support, 3 Receptionists

Number of tickets that you have in the system
State   Tickets
open    220
new     300
closed successful       44150
closed unsuccessful     2566
pending reminder        110
and have you seen any
problems with a large amount of tickets in the system
Not a one.. One tip.. make your TT number format small. I made the 
mistake of using TT#'s that are way to long to be useful.

Any problems that you've noticed with the system
Other then it being lighting fast, nope. The mailing list support is one 
of the few that really helps you.

What maintenance do you perform on the system and what is the amount of
time spent of making sure that everything is working.
I have spent maybe a total or 10 hours maintaining it since I stated 
using OTRS about 18 moths ago.

A few areas I would like to see OTRS grow in.
1. When an agent leaves.. there is no good one step GUI way of moving 
their tickets to another agent.

2. You can make an ex-agents account invalid, but not delete it or their 
queues. You are left with a lot of invalid accounts, which makes it hard 
to admin the valid accounts.

3. Agent stats and general stats still are lacking any good "usable" info.



 
I clearly see that the developers are monitoring the mailing list as
they are always willing to help.  I've actually made it a point that if
I were to setup OTRS for our own use, that we would definitely get
support through otrs.de as it's always a good idea to support those who
make your life a little easier.
They also offer training classes and a Cert I believe.

 
I thank all of you in advanced for any responses and could create a
short summary of the responses that I could post to the mailing list.
 
 
Juan Gonzalez
Manager, Information Technology
Ideaforest

2361 Rosecrans Ave. Suite 360
El Segundo, CA 90245
[EMAIL PROTECTED]


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Erik Mathis
AIU Dunwoody Network Administrator
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