Basic Features of the OTRS Business Solution™ & OTRS Business Solution™ Managed

 

Icon_Basic Features

 

Basic Features

Typical features, that are included in our help desk software.
A stable and configurable basis for your success.
Your benefit: 1,441 configuration possibilities!

Ticket creation via:

  • Customer Portal
  • Email
  • Phone
  • Fax

Created tickets appear in your Team-Postboxes (Queues).

Look & Feel

  • Usable with smartphone and tablets
  • Theme individualization
  • Different Ticket Views
  • Dashboard with filter options
  • Multiselect Input Fields
  • Copy & Paste Images
  • OTRS::ITSM Module
  • High-contrast skin for full accessibility
  • Avatar for agents

Knowledge Management & Self Service

  • FAQ/Knowledge Database
  • OTRS Customer Portal
  • Surveys
  • Customer Information Center

Reporting

  • Generate Statistics with Previews
  • CSV/PDF Export
  • Display in Dashboard

Ticket Management

  • Ticket Prioritization & Assignment
  • Ticket Transmission & Follow-up
  • Service Catalog
  • OTRS::ITSM CMDB
  • OTRS::ITSM Configuration Management
  • Ticket splitting and merging
  • Ticket bulk action
  • Ticket links
  • Configurable ticket notifications
  • Text Templates
  • Signatures
  • Configurable Notifications
  • Notes
  • Attachments
  • Drag and drop file upload
  • Draft mode for notes & emails

Time Management

  • Appointment calendar management
  • Definition of business hours
  • Time Accounting
  • Time zone support
  • Solution & Reminder Times
  • Service Level Management with SLAs
  • OTRS::ITSM Service Level Management
  • Escalations

Performance

  • Multiple Instances*

Automation & Processes

  • Automatic Notifications
  • Individual Ticket Fields
  • Master/Slave Functionality
  • OTRS Process Management
  • OTRS::ITSM Change Management
  • Process Template: Vacation request

Integration

  • Generic Interface via SOAP+REST
  • System Monitoring e.g. to Nagios
  • SAP, baramundi, BMC, CTI Connectors*
  • XSLT Mapping

Security & Permissions

  • Role & Permission Management
  • Owner & Responsible Assignment
  • 2-Factor Authentication
  • Data Transmission via SSL
  • Encoding via S/MIME or PGP
  • The use of public S/MIME certificates from the LDAP
  • Encryption and signing of ticket notifications
  • Decryption of encrypted emails
  • Postmaster filter for incoming encrypted emails
  • Link Layer Columns
  • Information Floater

* Optional, please contact the OTRS sales team for a separate proposal: sales@otrs.com

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