I think about setting up a support-portal for our company (50 clients, 2 admins) and I'd like to use case tracker instead of the huge, overpowered, slow OTRS-Installation we have. But there are several functions/features missing:

1. It should be possible to identify a new eMail, when sent in and create a user on it, instead of only seeing opened by "anonymous"
2. If a comment is written and the user is notified via eMail it should be possible that his answer (without the need of writing commands into the email - a user can't do that) is recognized as follow-up and added as comment
3. It should be possible to check an option for notifying the user of any change, that is made to the case
4. More notify-templates for different notify-cases should exist, for example one for status-change, one for priority-change, one for re-assignment aso.

I tried to solve the problem of follow-up-emails by setting the inbox-email to inbox@company.com and the outbox-email to followup@company.com, while there's another mailhandler-mailbox followup@company.com with preset default commands. But since you have to put in the Node-ID that is a dead end. But think about the user, he can't write commands into an email, while he is asking for help about putting an image into a powerpoint-presentation. It must be as simple as possible for him -> click answer, write answer, send answer -> follow up.

I really would appreciate some feature-upgrades, because with case tracker, the support-portal would be fulfilling all our needs.

Greetings,
Felix Lieb

Comments

YAFA’s picture

YAFA commented
Status: Active » Closed (fixed)

Well,

since this is over a year ago and we use GLPI, I close this request to get rid of it in my issues. If you want to use it anyway, reopen it yourself.

Thx for the work so far, it was a small and easy bridge between OTRS and a usable Ticketing System.