Sfk11jmd

Reply to your emails! Customer service, trouble tickets, and replying

to emails James Michael DuPont

<[email protected]> Flossk.org Member

OTRS system for customer service

Kosovo and the Global market

http://www.flickr.com/photos/wwworks/2222523978/

Delivering value to the customer is the key to success for Kosovo.

http://www.flickr.com/photos/25802865@N08/3802050675

Dedication and Responsiveness are some of the key values

http://www.geograph.org.uk/photo/1653876

How to make money on the international market

1. Better Skills 2. Lower Cost 3. Faster Response4. Use Less Resources 5. More Reliability

http://www.flickr.com/photos/miran/5792635506/

Better Skills

Lower Cost

http://www.flickr.com/photos/ecastro/3053916892/

Faster

http://www.flickr.com/photos/tudor/10421701/

Use Less Resources

http://www.flickr.com/photos/antonfomkin/5243218781/

More Reliability

http://www.flickr.com/photos/webb-zahn/4503643657/

Time = Money

http://www.flickr.com/photos/miran/5792635506/

http://www.flickr.com/photos/servus/16117730/

TIME=Money

http://www.flickr.com/photos/slapers/6089257678/

Time=Money 2

http://www.flickr.com/photos/mikeyskatie/5422122142/

Single Point of Failure

http://en.wikipedia.org/wiki/File:Single_Point_of_Failure.png

Responsible

Responsible

http://www.flickr.com/photos/walkn/6065970748/

Responsible

http://www.flickr.com/photos/robertcz/274368898/

How to get started

http://www.flickr.com/photos/lancefisher/2548341737/

The Problem : Unanswered Emails

http://www.flickr.com/photos/rosedeniz/2307491776/

The Solution: Trouble Ticketing

http://www.flickr.com/photos/25031723@N06/6066855558/

One Good Solution :OTRS

Open Source Ticket Request Systemhttp://otrs.org/

A Web framework built in Perl that provides aHelp Desk system.

Key Time measurements

1. First Response Time2. Update Time 3. Solution Time

Key Time :First Response

http://www.flickr.com/photos/leecannon/5628816590/sizes/l/in/photostream/

Key Time : Updates (Patches)

http://www.flickr.com/photos/alyssssyla/3081007512/sizes/z/in/photostream/

Key Time : Solution Delivered

http://www.flickr.com/photos/25802865@N08/3802050675

Good Responses

FAQ SPLIT IT UP Response Pending Escalation Delagation Feedback Respond to Moving Goals Acknowledge Receipt

Moving Goals

http://www.flickr.com/photos/68505590@N05/6285099444/

RTFM / FAQ

http://www.flickr.com/photos/42931449@N07/5397530925/

Chop Up Big Problems

http://www.flickr.com/photos/paulk/3167787796

Response Pending is a Response

http://www.flickr.com/photos/palmdiscipline/75511425/

Escalation

http://www.flickr.com/photos/h4ck3rm1k3/3624394759/sizes/m/in/photostream/

Delegation

http://www.flickr.com/photos/usembassynewdelhi/5736676296/

Short Response

http://www.flickr.com/photos/subspace-eddy/2382656103/sizes/z/in/photostream/

SPAM

http://www.flickr.com/photos/ajc1/519906069/

Provide Feedback

http://www.flickr.com/photos/boltron/3132662146/sizes/z/in/photostream/

Moving Goals

http://www.flickr.com/photos/68505590@N05/6285099444/

Internal Workflow

http://www.flickr.com/photos/scallop_holden/2323763642/

Intern

* Organize Queues

* Dont wait for responses

* Use Priority

* Use Time Limits

* Time Tracking

* Pending Reminder

* Learning Organization

Dont wait for response

http://www.flickr.com/photos/el_momento_i_sitio_apropiados/4196408399/sizes/z/in/photostream/

OTRS Attachments

http://www.flickr.com/photos/defenceimages/4987283722/

High Priority

http://www.flickr.com/photos/rmgimages/4660619662/

Time Limits

http://www.flickr.com/photos/pgordon/5944446567/

Pending Reminder

Low Priority

http://www.flickr.com/photos/australianshepherds/6108930845/

Time Tracking

Usage of a wiki

Ticket ownership

http://www.flickr.com/photos/keoni101/5132652314/

Have resources available

http://www.flickr.com/photos/wmode/3427530637/sizes/l/in/photostream/

Queues of Work

http://www.flickr.com/photos/newporteye/6092579233/sizes/l/in/photostream/

Queues 2

http://www.flickr.com/photos/maynard/2037670398/

A Learning Organisation

http://www.flickr.com/photos/kevinpoh/4404925960/

OTRS integration

OTRS Interfaces

Web Interface for CustomersWeb Interface for Agents

Email Interface (auto responders)Ticket System