Hello, we are using OTRS for the communication with our end customers (Helpdesk = 1st Level Support) as well as for our internal communications (Accounting, Websites, = 2nd Level Support).
Consider the following scenario: - An end customer sends a request to our Helpdesk. (Example: I get an error XYZ on the web page) - The helpdesk agent cannot answer this request and has to pass this problem to the 2nd Level Queue Websites. - The Websites agent is not allowed to communicate directly to the end customer! He may only answer back to the Helpdesk agent. - So the Websites agent reports to the helpdesk agent when the problem is marked as solved - The helpdesk agent sends an info to the end customer So this is my question: How can I setup the OTRS system in a way, that only 1st level support agents are allowed to communicate with end customers. If theres a need for escalation to 2nd level support, the agent from this queue must not communicate directly with the end customer. He may only communicate with the 1st level support agent. I tried following approaches: 1.) Move tickets ========================= The helpdesk agent moves the ticket to the 2nd level queue and attaches a note with additional infos. The 2nd level agent answers to the 1st level by moving the ticket back to the 1st level queue and attaching a note. Positive: all the communication is in one ticket. Negative: if the 2nd level agent (unintentionally) clicks on Answer, he communicates with the end customer. But this must not happen! Also, you cant clearly see in the ticket, which notes were written by 1st level and which by 2nd level. 2.) Split tickets ========================= The helpdesk agent splits the ticket and sets his own personal email address as sender. he selects the 2nd level queue as target queue and modifies the body. The 2nd level now gets a new ticket and communicate only with the helpdesk agent. Positive: 2nd level is not able to communicate with end customers. Negative: The 1st level agent sees the ticket as a child ticket in his 1st level ticket. But he is not allowed to see the details of the ticket, unless I give the helpdesk complete read access to the 2nd level. The 1st level agent has to communicate with the 2nd level through his mail client because he set his own email address as sender. So the helpdesk has to use two different systems (otrs and personal mail account) 1st level agent has to manually change the sender-address in the split ticket view. If he forgets this, the end customer is set as the sender of the new ticket. And some other annoying problems. Im not happy with both approaches. (neither is my boss *g*) How do you handle this scenario? Thanks for any hints and tricks! With best regards, Christian Weiss
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