Features

OTRS Help Desk provides the tools needed to deliver superior service to your customers. Build stronger, longer lasting relationships and gain a solid competitive edge with the proven functionality of OTRS.

Ticket Management

Efficiently record, track and resolve customer request based on a powerfull toolset that allows transparency and collaboration.

Knowledge Management

The integrated knowledge base grants easy access to documented resolutions and provides cross-process support, increasing the service teams efficiency.

Self-Service

Provide customers 24/7 access to the Self-Service Portal allowing them to create requests, track progress, access the knowledge base and close tickets once they are resolved.

Service Catalog

The out-of-the-box Service Catalog supports documentation and provisioning of a structured service offering and allows automatic SLA tracking.

Time Accounting

Track the time used to process customers' requests and facilitate the results to charge your customers according to consumption or manage resources more efficiently.

Reporting

Manage service quality, costs and performance of your service organization. A Dashboard and the integrated reporting provide at-a-glance information on key statistics.

Surveys

Automatically send pre-defined surveys to your end user when a request is resolved and get the results analyzed by OTRS to track and optimize customer satisfaction.

OTRS iPhone App

Grant on-the-go service technicians flexibility and convenience by accessing OTRS Help Desk and processing service requests from virtually anywhere.

Access Management

Grant users easy and secure access to your web based Help Desk, anywhere and anytime. Role and group-based permissions help to manage access to features and modules.

Integration

The easy and flexible integration of OTRS Help Desk with your existing IT environment increases efficiency of your service management process support.

System Monitoring

Monitoring services and IT infrastructure components that are required to provide the services allows an early detection, a quick response and prevention of incidents.

OTRS Feature Add-Ons

OTRS Subscription customers can extend their OTRS Help Desk with a set of powerful new features to optimize the systems support of their IT service management processes.