Self Service

OTRS gives customers 24/7/365 access to the service request system via its self-service customer portal. Customers can register and manage their own accounts, create new tickets, review ticket history and escalate tickets for specialized processing. The self-service portal can be fully customized with user-defined themes, enabling a seamless user experience.

Feature	Description
Anytime, anywhere access	Separate customer front-end, accessible via a standard Web browser 24/7/365 access Simple and easy to use
Ticket management tools	Customers can log, manage and track service requests over the Web Complete access to previous ticket history Real-time information on ticket status and progress Event-driven notifications
Request classification	Individual, pre-structured templates for easy data logging and further classification
Knowledge base	Integrated with searchable knowledge base Easy access to FAQs and support documents Fully customizable user interface