Simplify customer service and support operations with OTRS. Our platform offers customizable solutions for a wide range of business units, from IT to HR. With features like ticket management, automation, and reporting, OTRS can help your organization provide exceptional service to all customers.
Success Stories
Impact of OTRS
- Accessibility 24/7
- All relevant information is managed in one system
- Increased transparency in inquiry processing facilitates handover, substitution, and onboarding
- Increased quality in the processing of inquiries
- Ensures a consistent level of quality in external communication
- Continuous knowledge documentation
- Structured communication
- Increased service orientation
- Facilitates service evaluation, analysis and planning
Requirements
- Audit proof
- Accessible documentation
- Operational reliability
- Transparency
- 24/7 accessibility
- Free interfaces for integration into existing data systems
Features
- Role and authorization management
- Ticket classification
- Ticket prioritization
- Ticket history
- Ticket monitoring
- Linking
- Enhancement dynamic fields
- Phone communication channel
- E-mail communication channel
Numbers
Impact of OTRS
- Integration of ticket management with authorizations
- Receive demand; track and manage requests and authorizations; and navigate among the 15 business units responsible for the solution
- 100% automated workflow increased service quality
- Eliminated a bottleneck which had generated 500 stuck tickets
Requirements
- Workflow optimization
- Management of requests and authorizations
- Centralization of all internal customer service requests
- Automation of 100% of the ticket flow through final resolution
- Multiple queues
- Access control
Features
- Customer information
- Email communication channel
- Personal organizer
- Attachments
- Asset Management (CMDB)
- Knowledge management (FAQ)
- Automated processes and workflows (BPMN)
Numbers
Impact of OTRS
- Easier prioritization based on pending dates
- Clearer visibility into who is working on which task
- Simplifies research into past requests
Requirements
- Email to tickets
- Out of office management
- Owner and responsible assignments
- Multiple queues
- Access control
Features
- Customer user information
- Email communication channel
- Personal organizer
- Business object lists
- Business object detail view
- Owner and responsible assignment
Numbers
Impact of OTRS
- Reachable on the first customer call
- All important information about customers and machines available in the ticket
- Increase in availability by telephone at a constant cost
- Customer inquiries can also be made digitally
- Customer can view his request at any time
- Improved quality of inquiry processing
- Integration into existing system landscape
- Customer or machine data can be adapted by the customer himself
Requirements
- Highly customizable
- Simple operation
- Free interfaces for integration into existing data systems
- Available documentation
Features
- Customer service center
- CMDB
- Web service
- Role and authorization management
- Prioritize and assign tickets
- Ticket history
- Ticket monitoring
- Links
- Enhancement dynamic fields
- Phone communication channel
- E-mail communication channel
Numbers
in a cost-effective, efficient way.
Impact of OTRS
- Sped up task-related communication
- Improved event tracking/preparation
- Simplified accounting
Requirements
- Flexible ticketing
- Ability to add attachments to a ticket
- Calendaring
- Usability/adaptability
Features
- Flexible work order handling
- Calendars
- Reporting
- Attachments
Numbers
News
OTRS012 Why is Customer Service Management Important for Brand Loyalty?
On today's “Your Ticket to Success”, Business Relationship Manager John Coggins shares information about how building and retaining relationships with customers positively impacts your …
OTRS011 Global Marketing
Two accomplished Directors from our marketing team jump on this month’s podcast to share what global marketing is like within OTRS Group. …
OTRS010 How can smaller companies scale their technical needs
Andreas has been with OTRS Group for more than 10 years, pursuing his long love of technology as he supports businesses of all sizes …
OTRS009 How IT Needs Are Changing in Education
Jeffrey May, Director of Sales at OTRS Group, shares his insights on the developing technology educational systems are being presented. Jeffrey is a military …
OTRS008 Business Process Management from a Product Manager's Perspective
We talked with Nils Leideck about Business Process Management. Nils is a product manager at OTRS and responsible for CONTROL and ADVANCED ANALYTICS, among …
What is a Contact Center?
Guide to better customer service.
Today's contact centers serve a purpose beyond that of old-school call centers. These call centers merely answered telephone calls and routed them to other …
WhatsApp for Customer Service – A Guideline
This guideline showcases the ease of customer service (CS) support through OTRS customer service software by leveraging WA Business. Learn the need-to-know basics of …
Help Desk vs. Service Desk
What are the Differences?
Help Desk vs. Service Desk. Know the key differences, functionalities, and benefits of each. Optimize your IT support today. …
Field Service Management (FSM)
Requirements and Solutions
Field Service Management helps to optimize field service and improve service for customers. Field Service Management software automates workflows and helps with everything from …
What Is Asset Management?
A Pathway to Better Asset Control
Asset management is the practice of gaining the most possible value from assets. Optimizing the use of your company's assets has financial and sustainability …
