OTRS Launches 3.0 Beta with All-New GUI

New Ajax-powered open source Help Desk delivers quick-response user experience


Cupertino, CA – August 2, 2010 – OTRS (www.otrs.com), the world’s leading provider of open source Help Desk and ITIL-compatible IT Service Management (ITSM) solutions, today launched the 3.0 beta of its help desk system, featuring a brand new Ajax-powered interface designed to dispatch help tickets 30 percent faster, under the most demanding usage scenarios.


“With the power of our help desk growing by leaps and bounds, we needed to come up with a creative new way to deliver that power to the user, especially in demanding, high usage situations,” said Manuel Hecht, Director of Research and Development. “The solution was to create a brand new user-centered design employing the latest Ajax, xHTML, CSS, and other technologies. In designing our new help desk, we brought the user’s experiences and workflows front and center to drive our programming, rather than the other way around. The result is up to 30 percent quicker ticket turnaround under demanding high-usage scenarios, on top of enhanced features and accessibility.”


New Features in Help Desk 3.0

The all-new user-centered design features an enhanced New Ticket dashboard, a dynamic Ticket Zoom view, enhanced search, an interactive Global Ticket overview, ticket archiving,and accessibility compliance. For download, please go to downloads. OTRS worked with a specialized design agency to enhance and improve the user experience of the 3.0 product. The firm, ma ma interactive system design, is continuing to collaborate with OTRS to enhance style and usability of the OTRS open-source service innovation suite.

About OTRS

OTRS is the leading open-source service innovation suite. The OTRS product suite comprises a Help Desk, an ITIL V3-compatible IT service management (ITSM) solution, an associated iPhone App and an underlying technology platform. Over 80,000 corporate groups worldwide use OTRS to improve service, increase customer satisfaction and lower costs. OTRS is available in 27 languages, enabling multi-national corporations to consolidate their service operations onto a single, unified solution. OTRS Group provides world-wide enterprise support, consulting and engineering including process design, implementation, customization, application support, and fully managed hosting. Key customers include industry leaders such as NASA, Siemens, Nokia, Toshiba. For more information on OTRS products and services, please visit www.otrs.com.