OTRS Help Desk
((OTRS)) Community Edition is a free, open source solution for Helpdesk and Service desk!
Take advantage of ((OTRS)) Community Edition for your business!
Advantages of ((OTRS)) Community Edition
USERS LICENSES
0€
SERVER LICENSE
0€
SYSTEM SOFTWARE
0€
QUICK START
OPEN SOURCE CODE
INDEPENDENT DEVELOPMENT AND SUPPORT
All you need to work with tickets
Atributes
- Prioritization and appointment
- Built-in statuses with the ability to add
- Custom fields
- Mass actions on requests
Communications
- Internal notes and correspondence within the ticket
- Drafts for notes and letters
- Unlimited attachments
- Tickets and letters templates
Links and control
- Tickets relations
- Creating parent and child tickets
- Splitting and combining
- Supervision and notification on tickets
All you need to support users
Collaboration
- Working groups
- Assignment and autoassignment
- Auto unlock
- Moving among queues
- Ticket visibility restriction
- Access for contractors
Automation and processes
- Process designer
- Schedule tickets handler
- Event tickets handler
- Event notification
- Autoresponds
- Ticket forms
Customer Portal
- Tickets registration
- Tickets tracking
- Communications
- Service catalog
- Knowledge base
- User serveys
Knowledge base
- Article categories and groups
- Articles for agents and customers
- Public articles
- Search by keywords and text
- Pre-moderation of articles BZ
- Utility rating
Reporting
- Built-in dashboard
- Ready-made metrics
- Report Wizard
- Autogenerate reporting
- Customization options
- Integration with BI
Security/safety
- Permissions for tickets by roles and groups
- Access rights to individual operations
- Synchronizations of groups and roles from LDAP
- SSO agents and customers
- SSL S/MIME PGP
- 2-factor authentication
sla
- SLA for services and queues
- Business hours and weekends
- Time zones for groups and SLAs
Time control
- Reminders on tickets
- Actual time tracking
- Calendars
Integrations
- Outgoing and incoming mail handlers
- SOAP and REST webservices
- External databases
Productivity
- Tickets archiving
- RAM-cashing
- Cluster Solutions
Personalization
- Built-in themes
- Open CSS
- Personal settings for agents and customers
Customer management
- Additional fields for client
- Companies support
- Multiple customer data sources
Joint the best!
