OTRS
OTRS is an Open source Ticket Request System (also well known
as
trouble ticket system) with many features to manage customer telephone
calls and e-mails. The software lets you manage incoming inquiries,
complaints, support requests, defect reports, and other communications.
The system is built to allow your support, sales,
pre-sales, billing, internal IT, helpdesk, etc. department to react
quickly to inbound inquiries.
OTRS 3.1.5
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Price
Free to download
Size
22.6MB
License
Affero GPL v3
Developer
OTRS Inc.
Website
otrs.org
System Requirements
Perl 5.8.8 or higher
Webserver: Apache 2 and mod_perl2 OR IIS6 or higher
Databases: MySQL 4.1 or higher, PostgreSQL 8.0 or higher, Oracle 10g or
higher, DB2 8 or higher
MSSQL 2000 or higher
Support
Sites:
Demo,
Forums, Mailing
Lists, OTRS-Manager
Selected
Reviews:
CESNET
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Features include:
- Multilingual web user interface using its own templating
mechanism called DTL (Dynamic Template Language)
- Agent web interface for viewing and working on all
customer requests
- Admin web interface for changing system things
- Customer web interface for viewing and sending infos to
the agents
- Web interface with themes support
- Web interface with Single sign on (e. g. HTTPBasicAuth or
LogonTickets)
- Multi language support (Brazilian Portuguese, Bulgarian,
Czech, Chinese, Dutch, Danish, English, Estonian, Finnish, French,
German, Greek, Hungarian, Italian, Norwegian, Polish, Portuguese,
Russian, Slovak, Spanish, Turkish and Vietnam)
- Customize the output templates (dtl) release independently
- Multi attachment support
- Easy and logical to use
- Ticket:
- Custom queue view and queue view of all requests
- Ticket replies (standard responses)
- Ticket autoresponders per queue
- Ticket history, evolution of ticket status and actions
taken on ticket
- Ability to add notes (with different note types) to a
ticket
- Tickets can be bounced or forwarded to other email
addresses
- Ticket can be moved to a different queue (this is helpful
if emails are for a specific subject)
- Ticket responsible feature
- Ticket event module layer
- Generic agent to do automatically actions on tickets
(based on scheduled jobs)
- Ticket workflow feature
- Ticket Overviews and global bulk action
- Master/Slave tickets
- Standard reports
- Multiuser system
- Highly scalable
- Integreated functionality for creating, reworking and
searching FAQ texts
- Management Dashboard with plugins
- AJAX based customer search and auto completion
- Secure SMTP
Return
to Customer Service Trouble Ticketing Home Page | Return
to Issue Tracking Systems Home Page
Last Updated Friday, May 18 2012 @ 07:57 PM EDT
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