OTRS manage your service tickets

OTRS is one of the leading open source service desk systems. The system includes a professional ticket system, an ITIL compatible ITSM solution, mobile solutions, and a strong community

OTRS is a Ticket Request System with many features to manage customer telephone calls and e-mails. The system is built to allow your support, sales, pre-sales, billing, internal IT, helpdesk, etc.

Key features:

  1. Optimisation: Fast detection of malfunctions and errors.
  2. Queues: Mapping of responsibilities for departments and subdivisions.
  3. Auditability: Guaranteed compliance with internal processes thanks to forced control through workflows.
  4. Reporting:Statistical analysis of ticket volumes.
  5. SLA:Compliance with external service commitments (Service Level Agreements).
  6. Transparency: Full transparency of transaction processing.
  7. FAQs: Systematic collection of questions and answers for FAQs.
  8. ITIL: Incident, Problem, Change, Knowledge, Request Fulfilment, Service Asset & Configuration, Service Level Management.

One of the most durable projects to worldwide is OTRS, in Global Soft we have realiced more than 10 implementations in companies of TI o Telco.

Our implementation process inclues the customization and integration of the solution with tools.


Juan Luis

Acerca de Juan Luis Prieto

Desarrollador con 18 años de experiencia en la industria de la tecnología de información, aplicando soluciones creativas a problemáticas de negocio, adaptando el conocimiento al constante cambio y a la generación de nuevas posibilidades.

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