Hey all, I'm a complete newb to OTRS so be easy if you can. :) Just installed a few days ago, and had a few initial issues but some excellent help from Michiel and he explained what I was missing. So far, for what I'm doing the system is great! I cam from Cerberus so the learning curve is much steeper, however the system is tons more powerful. The 2 main things I need some help with are:
1) Can someone tell me how to use the "Survey" module? From reading it seems like one can use it to email a customer after a ticket has been closed to solicit their input on their satisfaction level with the service, which for a 1 man shop like myself is definitely valuable. I have it installed but if I click the "Survey" button it shows just an Overview screen with some headers (Number, Title,Status and Created) but there is nothing under them and no "Add" button I can see to create a new one. Am I missing something stupid here? 2) One of the queues I have is called Support. What I would like to be able to do is have something like this happen when an inbound email is received for that queue: A) Email comes into Support queue B) System creates a new ticket and if the email address is NOT in the Customer Users database then add that email and create a random password B1) If email IS in the Customer User database then just go to step C C) Build a autoresponse email including a URL for the customer portal based on step B above, ie: it its a new customer the email contains login name, password, and URL for login page. If they ARE in the customer user db, leave the login information out of the autoresponse and give them a URL direct to that ticket number if possible? I think this is doable from the features I've seen for the system. I already have basic autoresponders working fine, but don't know how to accomplish creating a new customer account if they dont exist, and how to create the logic needed to build the URL's based on whether the customer is in the db or not. 3) Has anyone integrated OTRS with SugarCRM? I know it can be done and Michiel pointed me to the customer db backend docs, but like I said I'm still trying to learn OTRS itself and am not really familiar with Sugar either as I just installed it a few days ago. What I would like to do is keep my actual customer info (Name, address, city, phone, email, etc.) in Sugar and then have OTRS be able to pull that info from sugar when a ticket is created based on customer id (which looks like is just the email address in OTRS, which also exists in Sugar, as they have no specific customer id field) and be able to put a list of ticket numbers for that customer in their information in sugar, maybe in the notes field? Any help with any of the above would be GREATLY appreciated! Looking forward to having OTRS help keep things running smoothly! Kevin --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
