Modular software improves the service quality
OTRS is known as Open Ticket Request System (trouble ticket system). It is Open Source software and has many possibilities and functions for service teams to effectively work on incoming customer calls and emails. Service staff is visibly relieved while doing routine activities. The amount of time needed form business and services processing is reduced and the reaction and solution times decrease.
OTRS offers basic and important functions for efficient service, among all:
- Creating, editing and searching of customer data
- Customer history
- Creating, editing, searching of request tickets
- Setting a responsible person, permissions, locking and unlocking
- Creating, editing of categories
- Ticket assignments
- Calendar
- FAQ-Explorer
- Setting a language (Changing or adding a language)
- Spell check
Because OTRS is Open Source, it can be changed and developed in every way to tailor a system individually to the customer needs.
Advantages
- Central database
- Revision-safe
- Transparency of customer requests
Integration
- Web-based and independent of any platform
- Databases: MySQL, MSSQL, PostgreSQL, Oracle, DB2-
- Directory services: LDAP, Active Directory
