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OTRS

Submitted by doug on Sat, 2007-03-03 08:56.Productivity

OTRS is an Open source Ticket Request System with many features to manage customer telephone calls and emails

otrs.org

Sun, 2002-01-06 08:00

trouble ticket problem report email GPL consulting German English

Stable

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 system is built to allow your support, sales, pre-sales, billing, internal IT, helpdesk, etc. department to react quickly to inbound inquiries. Do you receive many e-mails and want to answer them with a team of agents? You're going to love the OTRS!

It is distributed under the GNU General Public License (GPL) and tested on Linux, Solaris, AIX, FreeBSD, OpenBSD, Mac OS 10.x and Windows.

The ((otrs)) company provides commercial services (e.g. support, consulting, training, pre-build-systems, etc.) for the OTRS (English and German).

Web-Interface:

  • 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
  • Webinterface with themes support
  • Webinterface with Single sign on (e. g. HTTPBasicAuth or LogonTickets)
  • Multi language support (Brazilian Portuguese, Bulgarian, Czech, Dutch, English, Finnish, French, German, Italian, Polish, Portuguese, Russian and Spanish)
  • customize the output templates (dtl) release independently
  • Webinterface with multi attachment support
  • easy and logical to use

Email-Interface:

  • MIME support (attachments)
  • PGP support
  • SMIME support
  • dispatching of incoming email via email addess or x-header
  • autoresponders for customers by incoming emails (per queue)
  • auto convert of incoming html only emails to text/plain (to get it easier searchable)
  • email-notification to the agent by new tickets, follow ups or lock timeouts
  • follow up check based on references and in-reply-to header

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
  • abaility 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
  • Ticket pending 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

System:

  • ASP (activ service providing) support
  • Calendar / WorkingTime support for time calculations (SLA)
  • Customer Source can be used from a SQL databases or LDAP (e. g. eDirectory, AD, OpenLDAP)
  • TicketHook free setable like 'Call#', 'MyTicket#', 'Request#' or 'Ticket#'
  • Ticket number format free setable
  • database xml interface (driver for different databases)
  • database layer, support of different SQL databases (e. g. MySQL, PostgeSQL, MaxDB/SAPDB, Oracle and DB2)
  • a stats framework
  • utf-8 support for frontend and backend
  • OTRS web package manager (to install applications like calendar or filemanager)
  • agent authentication against database, ldap, httpauth or radius
  • customer authentication against database, ldap, httpauth or radius
  • creation and configuration of user accounts, groups and roles
  • creation of standard responses
  • creation of sub queue
  • signature configuration per queue
  • salutation configuration per queue
  • email-notification of administrators
  • email-notification sent to problem reporter (by create, locked, deleted,
    moved and closed)
  • submitting update-info (via email or webinterface)
  • deadlines for trouble tickets
  • global TimeZone feature
  • Web config editor
  • Link support of objects link tickets, faqs, ...
  • different levels of permissions/access-rights
  • easy to develope you own addon's (OTRS API)
  • easy to write different frontends (e. g. X11, console, ...)
  • a fast and usefull application

Todo:

  • API to other ticket systems like Peregrine
  • XML interface
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OTRS
Submitted by gordman on Tue, 2008-02-12 10:38.

It looks like this system has it all, although I am not an expert in I am glad to hear about it as a customer because I realize it's for our best interest. Selling tickets online sure needs such a proper feature.

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OTRS
Submitted by jxh on Mon, 2007-04-02 13:55.

How does this compare to RT, say? Can we hear from people who have switched?

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