OTRS: A smart, agile, safe communication platform

OTRS is a modern, flexible ticket and process management system
that allows service management professionals in any industry
to keep pace with today’s lightning-fast,
results-driven business environment.

Work: Communication that improves efficiency

Take the guesswork out of day-to-day operations. OTRS organizes internal and external communication through clear structures and optimized processes. This means your team avoids errors and completes tasks quickly. The result: Fast, high-quality service delivery.

Manage: Stay a step ahead of the competition

OTRS provides valuable features for strategic management – like performance metrics. Reporting tools help you take a long-term look at cross-departmental operations so that you can make data-driven decisions faster than your competition.

Integrate: OTRS is a team player

OTRS can be integrated seamlessly with third-party applications. Even though OTRS provides a high degree of automation and standardization, it does not lock you into using specific tools. Instead, it allows you to implement requirements specific to your workplace.

Accurate assignment. Quick notification.

OTRS has built-in role and authorization management tools for individuals or entire teams that ensure requests are assigned to the responsible department quickly and with all task-related information included.

Quick response times are critical, so OTRS ensures that inquiries do not disappear into a void or remain unanswered. Notifications, reminders and escalation management processes guarantee rapid request evaluation and processing. Even the service requester can be notified of the ticket’s processing status at any time.

Optimize workflows to increase efficiency.

OTRS Process Templates are ideal for standardized and frequently recurring processes. Their use increases both quality and efficiency. For example, these common templates can be integrated into OTRS at installation:

• Holiday Requests
• Room Bookings
• Material Requirements
• Travel Expenses
• Material Complaints

Of course, your business needs may be different. With OTRS Process Management, you can create custom processes tailored to your business. Your employees can adjust them or create new ones anytime – without time-consuming training.

Self-help tools free up resources

Well-maintained FAQs reduce open tickets, freeing up valuable service team resources.
Targeted recommendations make self-help tools more effective. Save your team even more time with other useful OTRS Features like Communication Templates and Request Masks.

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