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.
- Optimisation: Fast detection of malfunctions and errors.
- Queues: Mapping of responsibilities for departments and subdivisions.
- Auditability: Guaranteed compliance with internal processes thanks to forced control through workflows.
- Reporting:Statistical analysis of ticket volumes.
- SLA:Compliance with external service commitments (Service Level Agreements).
- Transparency: Full transparency of transaction processing.
- FAQs: Systematic collection of questions and answers for FAQs.
- 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.