Last Updated on February 21, 2023
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.
- 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.
- 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.
- Integrated functionality for creating, reworking and searching FAQ texts.
- Management Dashboard with plugins.
- AJAX based customer search and auto completion.
- Secure SMTP.
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