OTRS Help Desk

OTRS Help Desk is a free, open source solution for Helpdesk and Service desk!

Take advantage of OTRS for your business!

Advantages of OTRS Help Desk

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!

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