OTRS
Leading help desk solution for efficient IT service management
- 55.000 Installations in 26 languages worldwide
- 100% open source - flexibility allows reaction to changes
- Web application - accessible in every XHTML browser
- Extremely user-friendly & easy to use
- Cross-process communication and transaction management
- Reduced workload with routine tasks for your service team
- Intelligent escalation and notification mechanisms
- Customer self-service
- Integrated knowledge database
- Comprehensive role-based authorization concept
- Integrated service level reporting
- Comprehensive business support
OTRS details
Challenge
OTRS meets all requirements imposed on modern help desk and ticket systems. The typical core application areas are the IT service desk and classic customer service & support.
IT service desk
The quality of your IT service management depends on whether your IT can consis-tently provide high quality IT services to support your business processes. All incident reports and service requests from users, monitoring systems and the IT organization converge at the service desk, the single point of contact between your customers and IT organization. Your service desk is responsible for maintaining the quality and continuous availability of agreed IT services and - in the case of failures - for the quickest possible resolution and restoration of service.
The efficiency and service quality of your service desk therefore decisively affects the image of your IT service organization as a whole. Relevant factors in this context are its media-independent accessibility, mature customer self-service functionalities, transparency in terms of the processing status of requests and the shortest possible response and resolution times.
OTRS intelligently supports your customers, users, service staff and the management responsible in equal measure in the structured logging, cross-process and cross-company procession, documentation and interpretation of incidents and service requests.
Customer service & support
OTRS is the central hub for all after-sales and classic customer service activities re-lated to your service and product portfolio. Whether in contract management, order processing, replying to inquiries, complaints handling, repair processing or technical product support, OTRS supports you in monitoring your services and managing the communication between your customers, support, distribution and repair partners, and the responsible management.
Benefit from open-source
OTRS is open-source standard software, published under the GNU General Public License (GPL v2). For you this means:
- Unlimited use of the software, unlimited number of installations
- Easy software enhancement and extension thanks to free download of the source code.
- You stay independent, can react flexibly to changes and save IT costs.
- Reduced IT costs - no license fees apply
- Comprehensive business support in all project stages and during operation
Even more benefits - an overview
- Reduced response times thanks to intelligent process control and SLA-based escalation mechanisms
- Reduced resolution times due to cross-process communication control and an integrated knowledge database
- Higher customer satisfaction thanks to higher service quality and full transparency at all times regarding status and processing state of their requests
- Higher employee satisfaction thanks to reduced workload with routine tasks
- Reliable service quality management based on sound figures and reports
- Focus on value creating tasks thanks to efficient resource management
- Very user-friendly, fast production rollout & low training costs
- Reduced service costs thanks to more efficient IT
- Cross-process communication and transaction management for customers, support staff, service providers and the responsible management
- Reduced number of service requests due to intuitive customer self-service
