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.

Features:

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