Features
Easy Configuration
System changes are quick and easy. Advanced features such as SLAs, custom workflows and business rule creation are simple customizations that require no ongoing management.
Web Access
Browser-based web access provides anytime, anywhere access. OTRS can be operated platform-independently from within standard browsers, even on mobile devices.
Knowledge Base
Improve service efficiency within OTRS with real-time service content captured in an easy-to-access knowledge base. The knowledge base enables faster problem resolution and allows employees quick access to information.
Centralized Reporting
The OTRS Dashboard provides at-a-glance information on key statistics, including 7-day activity, pending tickets and escalations. Built-in statistics module makes it easy for managers to quickly and efficiently obtain up-to-date status reports.
Request Management
OTRS offers a comprehensive suite of tools for efficient and responsive service request management. With support for all common functions, the OTRS dashboard gives agents and managers a birds-eye view of current system status, improving communication, transparency and customer satisfaction.
Easy Integration
Out of the box, OTRS offers a high degree of connectivity with legacy IT systems and proprietary applications. OTRS can be linked with existing call center telephony applications (CTI) and network monitoring systems. OTRS supports all available email messaging formats, simplifying deployment into an organization's existing communications infrastructure.
Security
OTRS provides a robust framework to manage common security concerns such as user authentication, access control and data encryption. Role-based access control and built-in support for S/MIME and PGP provide granular security and data encryption. And the open source codebase enables community members to identify, track and close security holes quickly and efficiently.
Self Service
Save time and effort with a fully configurable self-service portal which allows customers to create their own accounts, record and manage tickets, access ticket history and view previous service desk interactions.
Branding
The OTRS user interface is fully customizable, allowing customers to add their own branding, logos, colors and layouts. OTRS also lets customers add new input fields for demographic, geographic or personal data, enabling better and more accurate customer profiling.