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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