We have always used the OTRS ticket system to support our existing customers. In order to prevent any of our customers' employees from creating (chargeable) tickets, there is a check and approval process in which the e-mail address of the reporting party is checked against the customer's stored (approved) e-mail addresses.
The ticket system is used to document support cases and to monitor any agreed service levels. We would therefore like to encourage you to use this system and to send us more inquiries in this way.
Although we continue to offer a telephone hotline, we ask you to refrain from sending emails directly to our consultants and support staff and to use the ticket system instead. This enables a more flexible allocation of issues to our employees and therefore faster processing.
The manual for using the OTRS ticket system can be downloaded here:
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In this context, we would also like to draw your attention to our service agreement, which we already explained to you in detail in our March newsletter. Here you will find the most important information again:
