OTRS manage your service tickets

OTRS manage your service tickets

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 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.

Key features:

  1. Optimisation: Fast detection of malfunctions and errors.
  2. Queues: Mapping of responsibilities for departments and subdivisions.
  3. Auditability: Guaranteed compliance with internal processes thanks to forced control through workflows.
  4. Reporting:Statistical analysis of ticket volumes.
  5. SLA:Compliance with external service commitments (Service Level Agreements).
  6. Transparency: Full transparency of transaction processing.
  7. FAQs: Systematic collection of questions and answers for FAQs.
  8. ITIL: Incident, Problem, Change, Knowledge, Request Fulfilment, Service Asset & Configuration, Service Level Management.

One of the most durable projects to worldwide is OTRS, in Global Soft we have realiced more than 10 implementations in companies of TI o Telco.

Our implementation process inclues the customization and integration of the solution with tools.