[Wikimedia-l] OTRS upgraded

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[Wikimedia-l] OTRS upgraded

Rjd0060 -
As an update to the previous wikimedia-l thread from February 2013
(<http://lists.wikimedia.org/pipermail/wikimedia-l/2013-February/124139.html>),

I'm happy to announce that earlier this week our OTRS installation was
upgraded from version 2.4 to version 3.2.9[1].  With this upgrade, our
team is provided an enhanced and more user-friendly interface, a
better ability to monitor and track long-term trends for statistics
and reports on customer service, and a number of other enhancements.
All of these new features and bug fixes should allow for faster
response times and general increased customer and user satisfaction.

On behalf of the OTRS administrators and the entire volunteer response
team, I'd like to thank all who were involved in this process.
Specifically Jeff Green and other Wikimedia operations staff, Maggie
Dennis and the LCA team, Martin (the inventor of OTRS) and Marcel (an
OTRS developer) for all of the time and assistance that they provided
during this much-needed upgrade.  We look forward to continuing to
provide the best customer service[2] possible and being a voice for
the Wikimedia projects.

As always, for more information on Wikimedia OTRS, see Meta[3].

[1] - https://bugzilla.wikimedia.org/show_bug.cgi?id=22622
[2] - http://blog.wikimedia.org/2013/07/29/wikipedia-acsi-customer-satisfaction/
[3] - https://meta.wikimedia.org/wiki/OTRS

--

Ryan
User:Rjd0060 // OTRS Admin

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Re: [Wikimedia-l] OTRS upgraded

Keegan Peterzell
On Fri, Aug 9, 2013 at 6:57 PM, Rjd0060 <[hidden email]> wrote:

> As an update to the previous wikimedia-l thread from February 2013
> (<
> http://lists.wikimedia.org/pipermail/wikimedia-l/2013-February/124139.html
> >),
>
> I'm happy to announce that earlier this week our OTRS installation was
> upgraded from version 2.4 to version 3.2.9[1].  With this upgrade, our
> team is provided an enhanced and more user-friendly interface, a
> better ability to monitor and track long-term trends for statistics
> and reports on customer service, and a number of other enhancements.
> All of these new features and bug fixes should allow for faster
> response times and general increased customer and user satisfaction.


Hear hear!

http://blog.wikimedia.org/2013/08/09/wikimedias-email-response-upgrade/

--
~Keegan

https://en.wikipedia.org/wiki/User:Keegan
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Re: [Wikimedia-l] OTRS upgraded

Federico Leva (Nemo)
In reply to this post by Rjd0060 -
Rjd0060, 10/08/2013 01:57:
> On behalf of the OTRS administrators and the entire volunteer response
> team, I'd like to thank all who were involved in this process.
> Specifically Jeff Green and other Wikimedia operations staff, Maggie
> Dennis and the LCA team, Martin (the inventor of OTRS) and Marcel (an
> OTRS developer) for all of the time and assistance that they provided
> during this much-needed upgrade.

Indeed, thank you so much Jeff Green and Martin Edenhofer.

Nemo

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