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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 3.3.7

Free to download


Affero GPL v3



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

DemoMailing Lists, OTRS-Manager

Selected Reviews:

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 locking
    • 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
    • Ticket zoom feature
    • 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 priority
    • Ticket time accounting
    • Ticket print view (PDF)
    • Ticket pending feature
    • Ticket responsible feature
    • Ticket bulk feature
    • Ticket hook divider
    • Ticket event module layer
    • Generic agent to do automatically actions on tickets (based on scheduled jobs)
    • Content fulltext search
    • Ticket ACL support
    • 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

OTRS in action

Return to Customer Service Trouble Ticketing Home Page | Return to Issue Tracking Systems Home Page

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Last Updated Saturday, May 31 2014 @ 02:48 PM EDT

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