Ticket Management

OTRS is known for service request management. The OTRS Dashboard provides a comprehensive set of tools to view, sort, manage, respond, escalate and resolve service requests. The vast array of available functions will satisfy even the most demanding of customers while integrating smoothly into existing business processes.

Feature	Description
Ticket generation	Fast automatic ticket generation Multiple inputs: Web, e-mail, phone, fax, PDA, SMS or SOAP/XML. Reduced reloads for quick recording and service request management Automated customer entry via Computer Telephony Integration (CTI) support and/or integration of up to 10 customer databases
Ticket classification	Configurable queues and watch lists Configurable ticket masks Configurable incident classifications and prioritization
Ticket management	Ticket response templates for quick and efficient incident handling Self-service customer front-end SLA and queue based escalation and unlocking mechanisms Locking and unlocking mechanisms for secure ticket processing by specific service staff Event-driven notifications of ticket status changes
Intelligent automation	Auto-response templates for recurring requests Automated and manual incident routing Automatic follow-up to existing tickets Automated execution of pre-defined actions using criterion-based filters Better process management with flexible (auto) status change
Call center integration	Special phone ticket masks Computer Telephony Integration (CTI) support
Multiple views	Queue View - your subscribed queues Escalation View - sorted by remaining time to escalation Status View - sorted by current status
Browsing and searching	Expandable article trees Optimized fulltext search - the new search feature allows to flexibly customize the way to browse the information base Efficient ticket lookup via OpenSearchDescription support Linking & splitting of tickets and FAQ articles. Queue-based definitions of addresses, signatures and standard text elements