A ticketing system has the primary task of digitally managing the process of working through incidents. Generally, incidents are reported by phone or using an email-delivered form. The helpdesk team is responsible for dealing with the incidents as quickly as possible. OTRS is one of the most popular ticketing systems (TTS) in the world, offering all the advantages of an open source solution, simple installation and configuration, and especially its wealth of functionality, including change management, a configuration management database and process management.
An additional distinctive feature of the system is its administration. The admin portal offers a large variety of ways to configure the system to your needs without requiring any changes to the underlying code. A thorough documentation further simplifies administration.
Responsive Design – an idea which has quickly become a must-have in any web-based tool. OTRS can be run on any platform, enabling customers or helpdesk employees to keep up-to-date using any device. The process management allows individual processes such as vacation requests or employee terminations to be displayed graphically. Support inquiries can also be filtered as required by the user.
For more information about OTRS try the developer’s website www.otrs.com