Ticket Queue Selection

 

OTRS Feature Ticket Queue Selection for the OTRS Help Desk Software

Target groups

  • External IT Service
  • Call Centers
  • Sales
  • Customer Service
  • and many more

Benefits

  • Immediate handling of the ticket
  • Automatic assignment in the correct queue according to individually definable key words
  • Saves time compared to a manual assignment

Functionality

This feature makes it possible that when a ticket is created it can be moved automatically to preferred queues on the basis of ticket and customer data. In the standard of OTRS some kind of selection can be done by using several email addresses or moving tickets manually.

After installing the feature you can define in the SysConfig on which data basis the queue selection should be executed. So it is possible to define certain customer names, which causes a moving of their tickets into a special queue, where the appropriate customer consultant can work on it immediately.

It would be also possible to define key words just like „problem“ or „computer“ for the ticket title so that those tickets are automatically routed to the First-Level-Support Queue.

Key is the queue name, e. g. Special Customer. Value is a semicolon separated list of ticket and/or customer user settings and their expected value (as regular expression) in the form of:

“CustomerUser::UserFirstname=’^John$’;CustomerUser::UserLastname=’^Doe$’;Ticket::Title=’^Any title’”.

The fields available for tickets and customer users have to match those available in OTRS.

If more rules are needed they can be added to the same content field with a “;” character as a separator, like “Ticket::Title=’^Test$’;CustomnerUser:UserLogin=’some_customer’”.

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