What I miss most in OTRS

[rvwmgk]

I guess "real" mailboxes (not such a good word, "folder" would be better) like Inbox, Sent items, etc.

I will explain why.

I have some filters like Watched, Watched New, Locked, Locked Reminder Reached, etc.

These are great but when an agent receives a reply (Filter=New) once he reads the message it's out of sight. I mean: as it is new, it is unread and it's easy to see all unread tickets. However, once you read it it is not in the New que anymore and it's a bit... lost?

That is what I miss most: "folders" so that it is easy to see Inbox (read and nread), Sent, etc.

[wurzel]

Hi,

you should use a mail client for this.


Ticketing != Mail

Ticketsystem OTRS work with queues, and articles. (and owner, and ticket state) It is a good reason for this.

Regards
Florian