IT Solutions

Professional Solutions tailored according to your requirements

Help Desk Ticketing System

 

As OTRS is an open-source software, it is used without licensing costs and without user limitation.

OTRS offers not only a Help Desk software and an IT Service Management software but also a Process Management Module that helps you map and automatize service processes, which will reduce process errors and optimize service efficiency.


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