The system is built to allow support, sales, pre-sales, billing, internal IT, helpdesk, etc. departments to react quickly to problems and events inside a company or with its customer base.
Here are some key features of "OTRS":
· Admin web panel
· Easy installation process
· Themeable
· Secure user authentication
· Multi language support
· Support for file attachments
· MIME support
· PGP support
· SMIME support
· Auto-responders (on a per queue basis)
· Mail/tickets queue
· Optionally converts emails from HTML to text formart
· Email notifications
· Archives all tickets
· Custom queues
· Ticket locking
· Ticket replies (standard responses)
· Add notes to tickets
· Ticket zoom feature
· Forward ticket to an email addresses
· Move tickets between queues
· Ticket priority system
· Ticket time accounting
· Ticket print view
· Ticket pending feature
· Ticket bulk feature
· Ticket hook divider
· Ticket event module layer
· In-built search engine
· ASP (activ service providing) support
· Calendar and work time accounting
· Multi-database support
· Statistics tools
· Frontend and backend aUTF-8 support
· Extend via packages (plugins, add-ons)
· Extended users management feature
· Custom user permissions
· Sub-queues
· Manage user signatures
· Manage salutation messages
· Deadlines for important tickets
· Global TimeZone feature
· Web config editor
· Programmatic API for extending functionality
· iPhone app
· Surveys
· Knowledge base tool
Requirements:
· Perl 5 or later
· LDAPv2-compliant server, DBI, DBD::mysql, Digest::MD5, MIME::Base64, Net::DNS
· Net::LDAP (for using LDAP), GD, GD::Text, GD::Graph, GD::Graph::lines, GD::Text::Align
What's New in This Release: [ read full changelog ]
· Updated Dutch translation.
· Added test to check if there are problems with the MySQL storage engine used in OTRS tables to bin/otrs.CheckModules.pl.
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