Goodbye Master/Slave. Hello Primary/Secondary.
This feature add-on allows agents to link tickets together using a primary/secondary relationship. Once linked, there are several benefits.
Nils Leideck
View expertise
Prior to joining OTRS, he explored the entrepreneurial world leveraging his many years as an IT consultant to help businesses increase the performance through IT solutions. To round out his background, he also spent several of his early professional years working directly in IT service departments and providing web development services.
Today, Nils resides in Germany, in the lovely city Wuppertal, famous for its up-side-down trains. From his home office, he balances the needs of his two young children with his interests in everything around cooking, psychology and Kenya as well as his drive to direct OTRS product development in a way that best creates value for our customers.
Posts by
Nils Leideck
How artificial is artificial intelligence?
Artificial intelligence has been part of our lives for a long time. What exactly do we mean by this, how is machine learning to be classified and is AI used everywhere?
Where Does the Term Ticket System Come From and Does It Even Fit Today?
Ticket systems have become established. Not only in IT, but in almost all areas of a company. But should we really still call them ticket systems?
Making Decisions for the Future With Business Intelligence
Managers have to make decisions with long-term consequences. That is why it is important to analyze available data professionally.
All About the Internet of Things (IoT)
Learn what the Internet of Things is, how it works and what IT security has to do with it.
There Is a Small Bug on the Wall, Sitting in Wait…
Ever heard of bugs – software bugs? What bugs are, how they get their name and managing their resolution can be found here. Kill the bugs!
How Does a Pandemic Affect IT Service Management?
What influence does the corona crisis have on the trend ITSM, and why could ITSM become more popular or even more important as a result of the pandemic?
Best Practices for Working in the Home Office
Establishing a new habit often takes time. Home office is becoming more of a standard, so we've compiled best practices for you.
Resource Management: Always Keep Everything in View
Managing resources is about maximizing efficiency through processes and resource allocation. OTRS helps you do this.
Individual Customer Needs Require Solutions
To meet all challenges, companies must adapt systems, procedures and processes and change them over time. Today, solutions are in demand.
Improve Call Center Efficiency: Process Management is The Key
Call centers may handle several hundred inquiries every day. Learn how you can make your processes more efficient and thus increase customer satisfaction.
Score Big Customer Service Results with Personalization
Global survey supports need for software personalization with 82 percent reporting that easy-to-use software has a positive impact on service delivery.
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