OTRS is a Ticket Request System with many features to manage customer telephone calls and e-mails. The system is built to allow your support, sales, pre-sales, billing, internal IT, helpdesk, etc. department to react quickly to inbound inquiries. It is a multi-user system which means that multiple agents may work simultaneously on the tickets in OTRS, reading the incoming messages, bringing them in order and answering them.
- Web interface :
OTRS can be accessed over any browser and separate web interface for various entities like Admin,Customer etc provided.The Web Interface can be customized with different themes.
- Mail interface :
OTRS supports mail interface for various mail attachments.It also supports Auto answer feature for customers and these queues are configurable for further purpose.
- Tickets Management :
It allows Customers to create new tickets which can be managed by Agents/Engineers.You can track Ticket Information,Ticket History,add Attachments,Print Tickets from Overview etc.
- Platform/System :
OTRS is a platform independent and runs on many operating systems like Linux, Solaris, AIX, FreeBSD, OpenBSD, Mac OS 10.x, Microsoft Windows.Integration of external back-ends for the customer data, e.g. via AD, eDirectory or OpenLDAP is also possible.