Create a New Phone Ticket
This workflow describes how to create a new phone ticket.
Creating a new phone ticket is a way to log an incoming phone call in OTRS, not sending the customer a notification email
A 'New phone ticket' will not automatically send an email to the customer. This workflow is useful for logging a recent case that may be closed and you don't need further email discussion with the customer.
Another scenario could be to create an OTRS ticket following a telephone conversation with an intention of investigating the issue, however, a solution has not yet been found. There is no information at this time to supply your customer.
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