I joined the team recently, and I understood the concept of OTRS, types of tickets, and what we are expected to do, however, I was not able to figure out how to actually solve the issues that members are reporting through OTRS.
I have seen requests regarding Spam, account log in issues, etc ..., and all the options available on my OTRS are only to reply to the request with a message whithout being able to take any action to fix the problem.
Is there anybody who can help here, or someone who I should send my questions to?
I believe the same question was raised before, and no answer on it till now.
Please if anbody has answers, post them here for the benfit of the others, a private message would help me only but not the others.