New Circumstances Require New Solutions. OTRS Offers These.

A lot has changed, in our private lives as well as in our professional everyday lives. Remote work and home office are suddenly on everyone’s lips, and our daily life is characterized by rules and regulations. In order for processes and communication with colleagues and customers to run smoothly, it requires a work structuring and communication solution like OTRS. With OTRS, service quality is maintained; resource planning can be realized despite decentralized teams; and employees are motivated.

Furthermore, OTRS can be used as an enterprise service management solution, benefiting any department of your business. It’s a breath of fresh air because of its speed, real-time information, maximum flexibility and optimal security.

It’s the best investment in the future of your company and for having freedom despite restrictions.
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man sitting in front of a laptop smiling be successful with OTRS

Remain Successful in Spite of Change.

Get support in meeting all new challenges with the right systems and processes. Corporate success and growth are based on efficient communication, clear structures and optimized processes – especially now, when more and more people are working from home and the number of decentralized teams is increasing.

OTRS service management software helps companies process the requests of internal and external customers in an optimal and efficient way.

Ticketing & Workflows
It includes service management tools, allows for the automation of tickets and processes, and offers a wide range of different functionalities that can be integrated as required. And this is possible in every area of the company.

Templates, Assignment & Oversight
With templates, assignments and complete request histories, OTRS avoids errors. Tasks can be completed quickly. Fast access to information and reporting ensures efficiency, timely reactions and adaptable responses. In this way, it is possible to measurably increase the quality of service management.

Customization
OTRS already provides integrated process templates for standardized and frequently recurring workflows; but individual processes can also be easily created with OTRS process management.

Invest in the future of your company, especially in uncertain times, so that your employees continue to enjoy their work.

Keep your business running with the help of OTRS

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Functionalities That Ensure Productive Work From Home

Individualization

Layout adjustment possible at agent level.
Selection of light or dark themes.
Selectable contrast and color options.
Use of avatars.
Personalization of the workspace.

Personal Organizer

Personal organizer for each agent.
Generate, save and manage lists or search results individually.
Real-time information about search results collected in an organizer item.
Preview business object contents.

Business Objects

Live view of who is working in the ticket.
Real-time updates without reloading.
History widgets.
Easy linking of business objects.
Inline editing: Update without opening the ticket.
Watch tickets and projects, always have everything in view. Be informed about everything.

Account Security

Two-factor authentication, configurable by your admins, as default.
Privacy by design principles used.
End-to-end encryption.
Password policies offer more security when employees are not working on their company PCs.
Managed environment operates in accordance with GDPR guidelines.

Scheduled Reports

Reports on the current customer situation or performance at any time.
Enable fast reactions in times of crisis.
Easy to use without configuration.
Choice between basic and custom scheduling.
Templates available.

Multichannel Communication

Contact via social media channels.
Live chat.
Email, telephone or SMS.
No groupware needed.
Mobile OTRS app: Any time, any place up-to-date.
Customer service center: Provide customers with information and enable self service.

Time Management

Keep track of time and SLAs.
Ensure consistent service and avoid uncontrolled escalation of tickets.
Let your colleagues know when you are available and when you are not.
Accounting of how much time was spent on what.
Easily coordinate and distribute team tasks despite distance.
On-site appointments or office visits fully in view with calendars.

Knowledge Management

Provide and retrieve public information from anywhere.
Share and access knowledge with the knowledge base.
The OTRS service team is there for you, delivering the same level of quality, even remotely.
An up-to-date knowledge base. Never before so important than it is today.

Automation & Processes

Using processes to better structure new daily work routines and establish new workflows.
Digitalize workflows.
Model “automation” for your colleagues in the home office.

All Features at a Glance

What Is Special About OTRS?

OTRS is service management software directly from the manufacturer.

With OTRS, you are always well advised, no matter how big your company is or in which industry you work. Our software is so flexible that it will suit you as if it had been programmed specifically for your requirements. Our solution offers you not only a stable and fast working tool, but also years of expert experience.

You are always up-to-date on updates and security patches – without any complications.

OTRS is a solution as a service, with many individually configurable functionalities that are supplemented by consulting services and training.

OTRS is developed according to the highest quality standards as well as by using Privacy and Security by Design principles.

OTRS is
FAST

Real-time information.
No reloading of pages.
Update your data right within a list.
Details of messages or service requests are updated instantly.
Save and send replies or notes directly.
For more details, simply hover over the customer, agent or other information.

OTRS is MODERN

Contemporary operating elements and optimized user guidance.
Create your own application and lists – simply.
Choose from a repertoire of modern icons.
Search, filter and save lists in real time as templates.
Individual design due to new column layout.
Mobile use with your own app – for Android, iOS and iPadOS.

OTRS is SECURE

Developed according to Privacy by Design principles.
Admin configurable two-factor authentication by default.
End-to-end encryption standard in the managed environment.
Managed environment operates in accordance with GDPR requirements.
All the advantages of cloud services without the risks.
Expertise of OTRS security experts.

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Discover How Our Customers Work With OTRS

Would you rather hear what our customers have to say? Here are concrete practical examples of how they use OTRS. Learn what you can achieve with OTRS, and get first-hand information about why our users are so satisfied.