Laptop with black backgroundLaptop with Screenshots from the OTRS Help Desk software Dashboard Clearly arranged
Dashboard
Ticket Management Dashboard Service Management Dashboard SLA Management Dashboard
Laptop with black backgroundLaptop with Screenshot of OTRS Help Desk software phone ticket maskScreenshot Ticket Zoom of OTRS Help Desk software on a laptop Easy Ticket
Creation
Creation of Phone Tickets Creation of Email Tickets All information at one glance
with Ticket Zoom View
Laptop with black backgroundScreenshot of the System Administration Interface in the OTRS helpdesk software and in the OTRS IT service Management softwareScreenshot of the agent management in the OTRS help desk software and in the OTRS IT Service Management softwareScreenshot of the event based notification feature in the OTRS Help Desk software and the OTRS IT Service Management software Customizations
in no time...
with the OTRS System
Administration
Clearly arranged web frontend Easy management of agents, attachments
response templates, and much more
Event based notifications

OTRS Help Desk Software Features

OTRS Help Desk software provides the tools needed to deliver superior service to your customers. Build stronger, longer lasting relationships and gain a solid competitive edge with the proven functionality of OTRS.

Ticket Management

  • Ticket creation via web, email, phone, fax, PDA, SMS or SOAP/XML.
  • Templates for ticket and auto responses
  • Queue-based definition of recipient and sender adresses, signatures and text elements
  • Computer Telephony Integration (CTI) support
  • Optimized fulltext search of all tickets

Self Service

  • Creation and Management of own service requests via web access
  • Browser based access to your own customer web frontend
  • Real-time information on ticket status and progress as well as history
  • Individual, pre-structured templates for easy data logging and further classification

Knowledge Management

  • Define categories according to your needs and – for a cross-departmental usage – restrict access to certain user groups
  • Integrated approval process
  • Multi language support
  • Link one or more tickets to a KB article

Time Accounting

  • Flexible definition of activities and projects at your needs
  • Automatically lock records from manipulation after an offset
  • Seemless integration in the front end of your service agents
  • Vacation and sick leave management

Service Catalog

  • Hierarchical structure of all active services including their quality and price
  • Drive escalations based on SLAs instead of queue-based escalations
  • Assign a working time calendar to define Service Level Windows and availability
  • Define time spans like escalation time, response time, resolution time, update time and minimum time between incidents to allow OTRS to automatically track your SLAs
  • SLA reporting

Reporting

  • Sanity check to make sure that the entered input is correct and complete
  • Save frequently-used reports
  • Auto-generation and dispatch of reports to pre-defined recipients
  • Unalterable, automated logging of all events, time stamps, and activities
  • Export reports, graphics and analysis data to printer, PDF or CSV

Survey

  • Assigning queues for that the survey will be used
  • Add questions and classify their type, e.g. radio box, check box and free text area to allow a customer to provide open feedback
  • Survey notification will be automatically sent by email if a ticket is closed
  • A Survey Result Graph provides a snapshot of the current survey analysis report
  • Grant managers access to the survey by assigning the appropriate permissions

OTRS iPhone App

  • Remote access for on-site service technicians
  • Mobile synchronisation
  • Manage multiple OTRS Help Desks remotely
  • Easy to use

Master/Slave

  • Linking tickets in a child/parent relation
  • Changes on the Master Ticket als also inherited to the slave tickets

 

Access Management

  • Separate web front-ends for service staff, customers, administrators and public users
  • Roles and group-based access management for all web front-ends
  • ITIL® compliant roles and authorization system
  • Access Control Lists
  • Single Sign-On

As a web-based solution, OTRS Help Desk and OTRS ITSM can be flexibly installed on various platforms. The most common installations run on Linux and UNIX derivates, but you can also run your Help Desk or IT Service Management solution on a Microsoft Windows platform. The webserver and Perl have to be installed on the same machine as your OTRS. The database back-end can be installed locally or on another host.

Client: Webbrowser IE8 or higher, Firefox 3.6 or higher, Google Chrome, Opera 10 or higher, Safari 4 or higher

We recommend to always use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

Server Hardware:

  • We recommend using a machine with at least a 2 GHz Xeon or comparable CPU, 2 GB RAM and a 160 GB hard drive.
  • A specific system sizing is part of our consulting support services

Server Operating System:

  • Linux (recommended)
  • UNIX derivates like OpenBSD or FreeBSD
  • Microsoft Windows
  • Mac OSX

Application Database:

  • MySQL 4.1 or higher (recommended)
  • Oracle 10g or higher
  • MS SQL Server 2005 or higher
  • PostgreSQL 8.0 or higher

Web Server:

  • Apache2 + mod_perl2 or higher (recommended)
  • Webserver with CGI support (CGI is not recommended)
  • Microsoft Internet Information Server (IIS) 6 or higher

Perl:

  • Perl 5.10 or higher
  • You need some additional modules which can be installed either with the Perl shell and CPAN or via the package manager of your operating system (rpm, yast, apt-get).

Mail Server: Microsoft Exchange, Qmail, Lotus Notes, Postfix, Sendmail, Exim or you can use an external Mail provider.

Directory Service (optional): Active Directory, eDirectory, OpenLDAP, Oracle Internet Directory, DirX Directory Server, Sun ONE Directory Server or any other LDAP compatible directory service.