Feature Overview of our Help Desk Solutions:
OTRS Business Solution™ & OTRS Business Solution™ Managed
Typical features offered with our help desk software
Exclusive features for professional use
Special features for your specific operation scenario
The most comprehensive and reliable basis since the existence of help desk software!
- Customer Portal
- Ticket Prioritization & Assignment
- Ticket Transmission & Follow-up
- Templates, Text templates & Attachments
- Configurable Notifications NEW
Security & Permissions
- Role & Permission Management
- Owner & Responsible Assignment
- 2-Factor Authentication NEW
Automation & Processes
- Automatic Notifications
- Individual Ticket Fields
- OTRS Process Management
- Calendar & Business Hours
- Solution & Reminder Times
- Service Level Management
Look & Feel
- Usable for smartphone and tablets NEW
- Theme individualization
- Different Ticket Views
Knowledge Management & Self-Service
- FAQ/Knowledge Database
- OTRS Customer Portal
- Generate Statistics with Previews NEW
- CSV/PDF Export
- Generic Interface via SOAP+REST
- XSLT Mapping NEW
Make your Help Desk solution your Business Solution
SMS Notification System NEW
Process templates NEW
Process templates ready for importing for example for:
- solving incidents.
- ordering material.
- applications for leave.
Ticket Timeline View
Report Generator NEW
Generate convincing PDF reports with selected statistics that you can compile
and combine with a click.
Save as PDF or CSV.
Integration of external data
Integrate external data from any number of external databases and view it in specific dynamic fields.
Convert your OTRS into a flexible and adaptle Help Desk solution
Service-based Queue Routing
Set recommended queues for services
Allows you to easily define business workflow templates for common tasks
CIs in Customer Frontend
Uses the attribute of your CI classes and makes CIs visible in the OTRS Customer Portal
Allocates tickets automatically to agents that have resources or suitable competencies
Defines forms for phone and email tickets
Create custom escalation types and bundles for different customers or SLAs