Service-based Queue Routing

For a customer, excellent service initially starts with contacting the right service staff member. Being a help desk software, OTRS makes this possible with a clever queue and permission concept. However, if a ticket is created in the OTRS Customer Portal or in the agent frontend, one has to choose the suitable queue for his/her request from all existing and shown queues – not an easy task for a customer or responsible agent. For example: a call center agent may not know which queue structure the service company has for the task on which he is working. This means a long decision-making times with a possible wrong result and the loss of precious working time.

This Feature Add-on now makes it possible to assign queues to several services, so that if this service is selected, then only the appropriate queues are shown. For example the service “Support Mobile Devices” can be assigned to the queues “IT-2nd Level-Support Hardware” and “IT-2nd Level Support Mobile Applications” so the right selection can be made more easily. This module can also be configured so that all queues can reappear with just one click. Time-consuming moves to the right queues and overextended customer users are a thing of the past.