- IT Service Management
- Call Centers
- Service Providers
- All companies working with SLAs
- Respond faster to requests of specific customers
- Facilitates the SLA management
Service organizations, who have to meet strict Service Level Agreements (SLA) or want to react faster on requests of their most important clients, should use this feature.
Specific customer users can be defined as VIP customer users, which is shown in the OTRS customer information widget, when a new ticket is created for him or the service staff is working on one of his existing tickets.
An additional list in SysConfig allows to assign the VIP status to several customer users.
Furthermore, SLA’s can be restricted to be available to VIP customer users only. Have a keen eye on your most important customers and deliver not only good but excellent service!
Not compatible with the feature Restrict Customer Data View when deployed with OTRS 3.2 and higher.