Trouble Tickets | Linux Journal

Make Customers Smile in 7 Easy Steps with OTRS - Part 4

In Part 3, you learned how to accept, open and close tickets, and use the OTRS interface to communicate with customers and internal team members through the ticket resolution workflow.

Make Customers Smile in 7 Easy Steps with OTRS - Part 3

In Part 2, you learned about agents, customers and queues, and you also got a brief look under OTRS' hood, by learning how to customize the customer self-ervice portal with your own theme and logo. The customer portal is more than just a pretty face, however.

Make Customers Smile in 7 Easy Steps with OTRS - Part 2

In Part 1, I introduced you to OTRS and guided you through the process of installing and configuring oTRS on your system. At the end of Part 1, you were able to log in to the OTRS Dashboard, which serves as the central point for all OTRS operations.

Make Customers Smile in 7 Easy Steps with OTRS

Back in the old days, if a customer had a problem with a product or service, he'd pick up the phone and dial the service provider or vendor responsible. In most cases, he'd be attended to by a technical expert, who'd ask for details and then attempt to diagnose and resolve the problem.

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