Help Desk

HELP DESK Ticketing System

(OTRS) Community Edition is an Open source Ticket Request System with features to manage customer telephone calls and e-mails. The system is built to allow support, sales, pre-sales, billing, internal IT, helpdesk, etc. department to react quickly to inbound inquiries.

(OTRS) Community Edition is the leading Open Source Help Desk and Trouble Ticket System deployed to support a User Help Desk ( Service Desk) as well as Customer Service Units, Call-Centers or Hot lines.

(OTRS) Community Edition provides a customized set of features to provide Quality Help Desk Services. It enables the stakeholders to have a transparent view of the Status of any reported call.

(OTRS) Community Edition has scalable features to meet the increasing needs of the service industry, with a strong SLA feature integration.

USED For :

Customer Service
IT service Management
IT Security

USED By :

Service Desk Agents
Customers
Managers

Features :-

Ticket Creation	Look And Feel	Knowledge Management
Reporting	Time Management	Ticket Management
Performance	Automation & Processes	Integration
Security & Permissions

Interfaces :-

Agent web interface:

All agents use the agent web interface to work with (OTRS) Community Edition. Agents answer the customer requests, create new tickets for customers or other agents, write tickets about telephone calls with customers, write FAQ entries or edit customer data.

Customer web interface:

Customers have a special web interface in (OTRS) Community Edition. Through this web interface customers can create new accounts, get an overview on own tickets, create and edit tickets, change the account settings.

Public web interface:

(OTRS) Community Edition has a public web interface that is available through the FAQ-Module. It provides public access to the FAQ system, and lets visitors search through the FAQ entries without any authorization