OTRS Service Desk
Leading service desk solution for efficient IT service management
Maximize your service team's productivity while aligning IT with the business's process requirements. OTRS Service Desk can help you to achieve higher transparency and a more efficient help desk.
- More than 70.000 installations in 27 languages worldwide
- 100% Open Source
- Zero license fees
- Modular and web based - no client roll-out needed
- Service process automization
- Cross-process communication and transaction management
- Reduced workload with routine tasks
- Reduced response and resolution time
- Intelligent escalation and notification mechanisms
- Self service capabilities to end users
- Automatic SLA tracking
- Multitenancy
- Integrated knowledge database
- Group and role based authorization concept
- Integrated service level reporting
- Easy to use
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.
