Helpdesk / Ticket system

OTRS

What is OTRS?

OTRS is one of the leading open source service desk systems. The system includes a professional ticket system, an ITIL compatible ITSM solution, mobile solutions, and a strong community!

OTRS is a ticket system that is under dynamic development which offers powerful handling options. Various media such as web, mail, text message are supported, and open interfaces to other systems such as, e.g., your customer database are offered.

OTRS can be used in many areas as a ticket system for internal processes, and as a full-featured help desk for companies that have many external clients.

OTRS Key Features

Optimisation

Fast detection of malfunctions and errors.

Queues

Mapping of responsibilities for departments and subdivisions.

Auditability

Guaranteed compliance with internal processes thanks to forced control through workflows.

Reporting

Statistical analysis of ticket volumes.

SLA

Compliance with external service commitments (Service Level Agreements).

Transparency

Full transparency of transaction processing.

FAQs

Systematic collection of questions and answers for FAQs.

ITIL

Incident, Problem, Change, Knowledge, Request Fulfilment, Service Asset & Configuration, Service Level Management.

Screenshots

Dashboard
Ticketmask
User settings
OTRS Adminpanel
Adminpanel

advantages of OTRS

  • cost-effective solution through open source
  • Customer-Self-Portal
  • different ways to create tickets
    • phone
    • fax
    • e-mail
    • SOAP
    • SMS
    • XML
  • platform-independent software
  • flexible expansion possibilities through modules and existing packages
  • integration of 3rd party software:
    • LDAP Systems
    • CMDBs
    • Reporting Tools
    • Mail Server
    • Telephone systems (CTI)

ITSM-Connector

OTRS - Service desk

OTRS is part of the ITSM suite developed by Sector Nord AG. Thanks to the interfaces to our other apps, you have always a complete overview over the customer's or ticket creator's affected devices. You automatically receive tickets if systems in your IT landscape fail. This means that you can always respond in good time to meet your SLAs and satisfy your customers.

ITSM-Connector

optimize your Initial solution rate

OTRS Ticket-Wizard

To implement the complex customer requirements for an intuitive and dynamic ticket qualification Sector Nord AG developed the OTRS Ticket Wizard.

You can easily and quickly store guides as decision trees for important pending events in the Ticket Wizard. Knowledge and processes can be generated and matched in second-level support in this way, and then provided to first level support or the end customer.
This makes it easy to harmonise the way incidents and malfunctions are handled. Incident response processes can be optimised. Acquired knowledge is retained and formalised. In particular, commonly occurring problems can be processed and closed in a targeted and standardised way in first level support or customer self service.
Overheads and processing times are drastically reduced with a consistently high quality and new employees are quickly and meaningfully inducted.

Thanks to the development and launch of the Ticket Wizard at the beginning of 2015 we were able to successfully achieve the targets we had set ourselves of "reducing the average call duration" and "increasing ticket quality". At the same time, we have remained flexible and can respond to changes in the decision trees at short notice.

Dirk Stallkamp, Qualitätsmanager und OTRS-Projektverantwortlicher bei der wilhelm.tel GmbH in Norderstedt

Some of our OTRS reference customers