Regarding the deployment of the OTRS Help Desk software and in comparison to the previous version, OTRS 3.2 comes with two major advantages:
1. An improved performance of up to 40 percent.
2. An increased scalability allows up to 100 percent more users to work simultaneously with OTRS assumed that you have constant framework requirements (e.g. constant equipment usage)
OTRS as a Business Process Management Tool
With the new process management feature OTRS becomes a Business Process Management Tool. Now custom processes and business logic can be mapped in the system. Tickets will be passed through free configured workflows (processes). The status within the process can be supplemented with dialogs using dynamic fields which can be created and configured freely. These dialogs can be displayed in both Customer and Agent Interfaces. Moreover, conditions for changing status and other ticket attributes can be defined. This offers a great possibility for many process and use cases.
The New Customer Information Center
With a dashboard-like view on a customer user and on a customer company, you can see all of their open, reminder and escalated tickets in one place. With defined shortcuts you can create tickets for customer users related to a customer company even faster and easier. The new feature “Switch to Customer“ makes it possible for an agent with the required permissions to look into the customer’s panel.
Save Time with the New Agent Interface
A faster and more flexible search: The agent can now search for tickets based on escalation time. Dynamic Fields can be expanded by default in the search dialog as well.
Improved workflow: It is now possible to move tickets to another queue from within the Ticket Action dialogs (Ticket Note, Ticket Close, etc.) after activating a configuration option. Moreover, the ticket search will now directly jump to the ticket zoom screen if only one ticket was found.
Configurable views: All screens can now be configured according to individual requirements so that time-consuming scrolling can be reduced significantly.
A better overview
In the agent interface: With the new out-of-office dashboard widget you can see all currently unavailable agents at once.
In reporting: For the creation of reports, you can now also choose “weeks“ as an additional time scale, for example, you can now create a report about the tickets from last week.
For FAQ articles: With the FAQ connector using the webservices of the Generic Interface, you have access to the FAQ module and can, for example, display FAQ articles on your website.
Ready for OTRS 3.2 now? Let the Experts upgrade your system today!
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