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@@ -25,8 +25,8 @@ |
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from Customer/Members of the LP, their time of receipt of the request, and status. Each call is assigned |
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the unique number and identifier of the Customer/LP Member from which it was received. |
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-Handling of tickets is carried out, as a rule, according to the time of their receipt, |
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-that is, in the first place, tickets received earlier are handled. |
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+Processing of tickets is carried out, as a rule, according to the time of their receipt, |
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+that is, in the first place, tickets received earlier are processed. |
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OTRS Agent can search for orders and view all events of a certain |
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ticket (change of states, responses, notes). |
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))) |
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@@ -50,7 +50,7 @@ |
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* password change |
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* connection with the Agent |
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-**Email messages** to the technical support service are also recorded in OTRS. Handling of requests by email and sending responses are carried out by the competent employees of this service in the manner accepted by the partner. |
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+**Email messages** to the technical support service are also recorded in OTRS. Processing of requests by email and sending responses are carried out by the competent employees of this service in the manner accepted by the partner. |
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Messages received through the **feedback form** in the Personal Account form a separate queue in OTRS. Response messages are sent addressed to the applicant and are displayed in the chat of the Personal Account. Incoming and outgoing chat messages can contain attachments (images, documents). |
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