Freely selectable Features from the OTRS Business Solution™ and OTRS Business Solution™ Managed

  Freely selectable Features

Freely selectable Features

Special features for your operational scenario
Use a defined number, depending on your contract level.
Your benefit: Can be uninstalled/installed at any time

BASIC & SILVER PROFESSIONAL & GOLD ENTERPRISE & PLATINUM
Number 3 7 Unlimited
Freely selectable Features Contract Level: BASIC/SILVER Check_Table Check_Table Check_Table
Freely selectable Features Contract Level: PROFESSIONAL/GOLD Check_Table Check_Table
Freely selectable Features Contract Level: ENTERPRISE/PLATINUM Check_Table
Free Migration Check_Table Check_Table Check_Table

10 Concurrent Agents 50 Concurrent Agents 200 Concurrent Agents
OTRS Business Solution BASIC PROFESSIONAL ENTERPRISE
OTRS Business SolutionManaged SILVER GOLD PLATINUM


Contract Level: BASIC & SILVER


  • Free selection from the following features.
  • A maximum of 3 features can be installed and used simultaneously

Credit Card Filter

Offers additional options for the credit card numbers stored in a system

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OTRS Feature Restore Pending Information

Restore Pending Information

By selecting the pending state again previously filled fields are automatically filled

More

Ticket Time Unit Dropdown

Enables the usage of defined time unit dropdown fields in tickets

More

OTRS Feature Custom Contact Fields

Custom Contact Fields

Allows storing of external customer database entries in the dynamic field type "customer" in a ticket

More

OTRS Feature Customer Interface Link Objekt

Customer Interface Link Object

Shows linked objects in the OTRS customer portal, for example other tickets or FAQ articles

More

OTRS Feature Categories for text modules for the OTRS Help Desk software

Service Categories

Assign ticket types to services via an additional frontend

More

OTRS Feature Dashboard News Widget

Dashboard News Widget

Informs your agents about events, new innovations and special offers related to your business

More

OTRS Feature Advanced Ticket Split

Advanced Ticket Split

Makes it possible to split every type of ticket: phone tickets, email tickets and process tickets

More

OTRS Feature Customer ID Service Assignmen

Customer-specific Services

Makes it possible to assign services to customer IDs and customer user

More

OTRS Feature Time Accounting Quota for the OTRS helpdesk and OTRS IT Service Management software

Time Accounting Quota

Makes it possible to administrate time quotas in OTRS

More

OTRS Feature Response Ticket StatePreSelection für die OTRS Help Desk Software

State Preselection based on Response Templates

Makes it possible to define the ticket status for response templates.

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OTRS Feature Ticket Worfklows for OTRS Help Desk software

Ticket Workflow

Allows to define business workflow templates. Also available for OTRS::ITSM

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OTRS Feature Customer Activity Widget

Customer Activity Widget

Makes it possible to see the number of open, locked and escalated tickets of defined customers

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Feature Customer User VIP in the OTRS Help Desk software and OTRS IT Service Management software

VIP Customer

Define specific customer users as ‘VIP‘ and assign corresponding service level agreements

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OTRS Feature Service Based Queue Routing für die OTRS Help Desk Software

Service-based Queue Routing

Set recommended queues for services, so if a configured service is selected only the configured queues are shown

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OTRS Feature OTRS Tag Cloud for OTRS Help Desk software

Tag Cloud

Gives a quick overview of the ‘Tags‘ used for tickets

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OTRS Feature Ticket Watchlist for OTRS Help Desk software and OTRS IT Service Management software

Ticket Watchlist

Allows to manage several ticket watchlists

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OTRS Feature Deleting Attachements for OTRS Help Desk software and OTRS IT Service Management software

Delete Attachments

Allows you to delete attachments from tickets closed within a specific time span

More

Contract Level: PROFESSIONAL & GOLD


  • Free selection from all BASIC/SILVER as well as the following features.
  • A maximum of 7 features can be installed and used simultaneously.

Dynamic Field Value Import

Offers extended configuration possibilities for the values of dynamic fields

More

Multiple Recipient Encryption

Enables dispatching an encrypted email to more than one recipient at the same time

More

OTRS Feature Agent Email Interface for OTRS Help Desk software and OTRS IT Service Management software

Agent Email Interface

Enables agents to work on tickets via email without logging into OTRS

More

OTRS Feature Show/Hide Dynamic Field

Hide/Show Dynamic Fields

Based on ACLs you can use this feature to show and hide specific dynamic fields depending on the context

More

OTRS Feature Dynamic Field Sender Adresses

Dynamic Sender Addresses

Enables the insertion of a sender email-address other than the default

More

OTRS Feature Restrict Customer Data View for the OTRS Help Desk Software

Restrict Customer Data View

Makes a defined access possible with the assignment of customer IDs to partner IDs

More

OTRS Feature Process Management Article Email

Process Management Article Email

Enables sending OTRS Process Management articles as emails

More

OpenBook Customer Backend

Offers a read-only customer backend for customer users of Talligent’s Openbook

More

OTRS Feature CI Reference

ITSM Config Item Reference

Makes it possible to add further input fields in the OTRS CMDB that can reference other values in OTRS*

More

OTRS Feature Dynamic Field Config Item

Dynamic Field Config Item

Makes it possible to show and apply filters to customer-specific configuration items (CIs) in different ticket masks in the customer or agent frontend

More

OTRS Feature CI Assignment Attribute

CI Assignment Attribute Dynamic Field Map

Allows to assign configuration items (CIs) to services and SLAs of tickets based on linked CIs*

More

OTRS Feature CI Change Write Protection

Change Write Protection

Makes it possible to hide changes and workorders in certain states to prevent further changes

More

Adjust Sort Ticket Overview

Makes it possible to further adjust the columns in the ‘Agent Ticket Overview Small view‘

More

OTRS Feature Dynamic Field Attachmen

Dynamic Field Attachment

Makes it possible to create dynamic fields that can store attachments

More

OTRS Feature Advanced Ticket Split Advanced Editor

Advanced Editor

Allows the insertion of TemplateToolkit code snippets in templates for OTRS

More

OTRS Feature Specific Ticket Notification

Specific Ticket Notifications

Allows agents to receive individual, event-based notifications in addition to standard notifications

More

OTRS Feature Advanced Generic Agent

Advanced Generic Agent

Offers the additional option to set relative or no date (empty field) in a dynamic field of the type date/ date time

More

Custom search for OTRS Config Items

CI Custom Search

Adds a custom search for Config Items regardless of CI classes*

More

This Feature makes OTRS Help Desk is also a suitable call center software

Ticket Allocation

Allocates tickets automatically to agents that have resources or suitable competencies

More

OTRS Feature Ticket Queue Selection for the OTRS Help Desk Software

Ticket Queue Selection

Newly created tickets can be added automatically to configured queues using keywords

More

OTRS Feature Responsible for Qiueue for the OTRS Help Desk software and OTRS IT Service Management software

Queue Responsible

Allows you to assign a responsible for a queue

More

OTRS Feature Customer CI Assignment for the OTRS IT Service Management software

CIs in Customer Frontend

Uses the attribute of your CI classes and makes CIs visible in the OTRS Customer Portal*

More

OTRS Feature Categories for text modules for the OTRS Help Desk software

Categories for Text Modules

Allows to consolidate text modules by category

More

OTRS Feature OTRS Ticket Forms für die OTRS Help Desk Software

Ticket Forms

Defines forms, i.e. a set of additional attributes (Dynamic Fields), for phone and email tickets

More

OTRS Feature Escalation Suspend

Escalation Suspend

Allows to set ticket states that automatically pause escalations (SLAs)

More

Contract Level: ENTERPRISE & PLATINUM


  • Free selection from all BASIC/SILVER and PROFESSIONAL/GOLD as well as the following features.
  • Unlimited installation and use of 47 features simultaneously.

Dynamic Field Search Booster

Offers extended functions in the ticket search for dynamic fields

More

OTRS Feature Extended Ticket Stats

Extended Ticket Stats

Offers the possibility of enhanced ticket statistics that, based on the duration of a ticket stay, can help to identify vulnerabilities

More

OTRS Feature Cache Memcached Fast

Cache Memcached Fast

Necessary for the operation of OTRS in high availability environments

More

OTRS Feature Advanced Escalations for OTRS Help Desk software and OTRS IT Service Management software

Advanced Escalations

Allows to create custom escalation types and bundles for different customers or SLAs

More

*Requires OTRS::ITSM.

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