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Queue Responsible

In service management, results depend on how tasks are assigned and making sure that no service request stays unanswered. Therefore, OTRS allows you to assign a responsible person to a ticket who takes care of solving it. However, in companies with many regional branches or many levels of hierarchy in their service management staff, there is a complex queue structure. This can make the responsibilities unclear and lead to meaningless reporting.

This feature add-on is the solution, because it allows you to assign a responsible party at the queue level.

Benefits

• Clear separation of divisions by queue responsibles.
• More significant reporting.

Target Groups

• IT service management
• Call centers
• Sales
• Logistics

Available in Service Package

• SILVER, GOLD, TITANIUM, PLATINUM

Package Name in OTRS Package Manager

• OTRSQueueResponsible

Contents

• Administrator Interface
• Agent Interface
• External Interface