Service-based Queue Routing

 

OTRS Feature Service Based Queue Routing für die OTRS Help Desk Software

Target Groups

  • Call Centers
  • Customer Service
  • Service Provider
  • IT Service Management

Benefits

  • Simplified assignment of tickets in the correct queue without comprehensive knowledge about the queue structures
  • Saving of time
  • Reduced workload

Functionality

For a customer, excellent service initially starts with contacting the right service staff member. Being a help desk software with that major purpose, OTRS makes this possible with a clever queue and permission concept. However, if a ticket is created in the OTRS customer portal or in the agent interface, one has to choose the suitable queue for his/her request from all existing and shown queues – not an easy task neither for a customer nor for a responsible agent. For example a call center agent may not know which queue structure the service company has for which he is working. This means a long decision process with a possible wrong result and the loss of precious working time.

This feature now makes it possible to assign queues to several services, so that if this service is selected, then only the appropriate queues are shown. For example the service “Support Mobile Devices” can be assigned to the queues “IT-2nd Level-Support Hardware” and “IT-2nd Level Support Mobile Applications” so the right selection can be made more easily. This module can also be configured so that all queues can reappear with just one click. Time-consuming moves to the right queues and overextended customer users are a thing of the past. 

Please Note

This feature is not compatible with the following feature: Ticket Forms
Furthermore it does not correspond with every ticket mask in OTRS, e.g. in the notification and close mask.

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