[otrs] difference in phone and email tickets

manish ramteke

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Feb 9, 2010, 1:43:39 AM2/9/10

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Hi,

In which cases one would need to chose between phone ticket and email ticket.What's the major difference between these two.

Regards,
Manish Ramteke

manish ramteke

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Feb 10, 2010, 12:31:50 AM2/10/10

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Hi,

Any inputs on this please.

Regards,
Manish Ramteke

Leonardo Certuche

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Feb 10, 2010, 9:15:03 AM2/10/10

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Hi,

With both you do basically the same: register a ticket, but with email ticket, as its name suggests, you can send an email to several recipients at the same time.

Leonardo Certuche

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Marco Vannini

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Feb 10, 2010, 9:20:53 AM2/10/10

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mmmh, I've always found hard to explain that to my too... this because in phone you have a "free" from, so it could be a customer/internal/extemporaneal request too, in the other case you just have a "queue selection" as from.

Told that I was waiting for a suggestion too... :D

MV

Nils Leideck - ITSM

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Feb 10, 2010, 1:26:27 PM2/10/10

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Hi,

On 10.02.2010, at 15:20, Marco Vannini wrote:

mmmh, I've always found hard to explain that to my too... this because in phone you have a "free" from, so it could be a customer/internal/extemporaneal request too, in the other case you just have a "queue selection" as from.

Phone-Ticket is for incoming issues, like phonecalls or something you were told during lunchtime or kinds of that.

Email-Ticket is for outgoing issues, like "Dear external Service Provider, our plants are dry" or "Dear Customers, tomorrow we will have slow internet connection for about one hour."

Other Channels are:

Incoming Email

SOAP

DB

Nils Leideck

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Marco Vannini

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Feb 10, 2010, 1:50:05 PM2/10/10

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right! you convinced me. I'll rename that link to incoming and outgoing issue, it's better for my users ...

Thank you.

MV

Marco Vannini

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Feb 10, 2010, 1:56:57 PM2/10/10

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OMG... I've see that the caption is just clear enough (inboud and outbound)...

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