Increase customer satisfaction

Customers expect fast, efficient and professional services. With OTRS Help Desk, businesses significantly reduce wait times and avoid mistakes.

Enhance Quality of Service

OTRS Help Desk helps service agents understand and resolve customers' issues with real-time service content captured in an easy-to-access knowledge base. This enables active follow-up on open issues.

Attract and retain new customers

We enable businesses to fundamentally change the way you support customers. Open technology empowers organizations to efficiently serve, support, engage and retain customers with innovative services.

Enhance first call resolution

With OTRS, service agents have all the information needed to efficiently resolve customer issues. Information sharing ensures 2nd and 3rd level technicians have access to the data they need while supporting customers.

Decrease average call handle times

OTRS Help Desk provides advanced diagnostic, collaboration and reporting tools that accelerate problem identification and resolution.

Resolve recurring issues faster

OTRS' knowledge base and tools ensure fast response for commonly reported issues.

Utilize Self-service

Increase customer satisfaction and lower service costs when end users submit service requests, get status updates, or efficiently find their own answers over the web.

Minimize on-site support

Service and support operations can become quite expensive when they involve dispatching field consultants to remote locations. With OTRS Help Desk, companies increase their first call resolution rates and minimize the number of issues requiring on-site support.

Empower on-the-go technicians

When on-site support is the only option, Service agents have full access to customer information via the OTRS web interface and iPhone App.

Optimize incident resolution

With OTRS Help Desk, all customer data is stored in a central location for fast, easy access, enabling support staff stay informed and optimizing incident resolution.

Eliminate communication bottlenecks

Good information flow eliminates communication bottlenecks that lead to mismanaged or "dropped" incidents. Service agents gain insight to other departments impacting customer satisfaction - including product development, manufacturing, fulfillment, and quality assurance.

Enable solution-orientated communication

Service agents deal with information coming from multiple sources. OTRS Help Desk provides a cost effective, flexible, comprehensive approach for issue capture, consolidation, resolution, and measurement through internet-based communication.

Easily create functional teams

OTRS Help Desk allows mapping corporate structures to user groups. Service organizations can define functional areas of operation for advanced, focused tracking and resolution. Through good business process design, organizations can easily create escalation teams and configure workflow to ensure agents follow pre-defined processes.