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OTRS

Name: OTRS
Rating: 4.5 (2 reviews)

By OTRS group

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Highlights : About OTRS

Alerts / Escalation

Automated Routing

Customizable Branding

Knowledge Base Management

Multi-Channel Communication

Service Level Agreement (SLA) Management

About OTRS

OTRS is an ISO/IEC 27001 standard compliant Information Technology Service Management (ITSM) solution for help desks, customer service centers and corporate security teams. The solution offers users features that allow them to create custom service catalogs, categorize customers, manage and allocate tickets and generate custom reports. OTRS’ help desk automates the internal and external communication with coworkers and customers respectively. OTRS offers built-in role and authorization management tools for assigning tickets to concerned individuals and teams. Multiple reports can be generated to analyze the performance of individuals across departments.

Specifications

Business Size

Small

Deployments

Cloud

Language Support

English,German,Spanish

Platforms

Product Details

Features

Service Level Agreement (SLA) Management

Ticket Management

Contract management

IT Asset Management

Incident Management

Release Management

Knowledge Management

Self Service Portal

Service Catalog

Service Reporting

Ticket Management

Availability Management

Change Management

Configuration Management

Contract/License Management

Incident Management

Problem Management

Release & Deployment Management

Assignment Management

Issue Auditing

Benefits

Built for customer service departments

OTRS is built for customer service departments dealing with numerous incidents and inquiries. The platform provides expedient ways for customers to contact support staff. It organizes all customer requests to prevent them from getting lost and, prioritizes them to ensure they are handled promptly. Customers are notified on the status of their request, and they get to know the time it will take for their issue to be resolved. This enhances the quality of service and presents the ground for solid, long-term customer relationships.

To create communication models

In addition, OTRS enables businesses to create communication models that simplify the response to attacks. It integrates with popular detection, monitoring, and analysis tools, enabling businesses to detect attacks early enough. When an incident is recorded, you can leverage the automated process to select the best possible remedy. Automated workflows shorten reaction time and put you in control of every security situation.

Offers a suite of ITSM features

OTRS offers a suite of ITSM features that are geared toward improving results. For instance, it enables businesses to personalize the service catalog based on their unique service needs. This helps ITSM professionals gain transparency, evaluate the impact of scheduled schemes, and respond appropriately to emergencies. Besides, with OTRS, ITSM ticket management is simplified.

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