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.
News
20 Best Practices for IT-Change-Management
This article presents ten best practices for IT change management from ITIL® (Information Technology Infrastructure Library). It also includes ten more practices. These 20 …
IT Service Catalog: Definition, Benefits and Best Practices
The world of IT services is complex. Numerous services are available in the modern corporate world. A catalog identifies these and provides users with …
Knowledge Management – The Path to Profiting from Experience
Knowledge is a crucial factor in the corporate context - and is becoming increasingly important. In most companies, information trapped with one person will …
IT support – definition, tasks, and tips
IT support performs an important task for companies. This is the organization that customers reach out to for help with all types of technical …
Continuous improvement: principles, goals, relationships
Achieving optimization is not only a frequent objective, but often also an absolute necessity. Companies must constantly improve individual processes and workflows in order …
Data management: definition, benefits and best practices
Data and information are now among the most important resources. The problem is that most companies don't even know what data they have or …
Success Stories
Impact of OTRS
- All relevant information is managed in one system
- Increased transparency for each team
- Reduced response times
- Efficient escalation processes
- Faster, cross-team communication
- Improved inquiry handling quality
- Improved service quality
- Simplified evaluation
- Unified knowledge transfe
Requirements
- Standardized and automated workflows for transaction processing
- Predefined service process types, dependencies, checklists and escalation rules
- Integration of flanking services – such as e-mail or CRM systems
- Integrated knowledge database
- Customer portal
- Chat
- Transparency and reporting on service performance by providing statistics, evaluations and key figures
- Customizing option with regard to company-specific services and databases
Features
- Role and Authorization Management
- Service Center
- Prioritize and assign tickets
- Ticket history
- Telephone communication channel
- E-mail communication channel
- Chat communication channel
Numbers
Requirements
- Professional support availability
- Ability to customize solution
- Full AD integration
- Reporting
Features
- Knowledge base
- External portal
- CMDB
- Reporting
Numbers
Impact of OTRS
- Accessibility 24/7
- All relevant information managed in one system
- Increased transparency
- Single point of contact for customers
- Reduction of customer response times
- More efficient communication
- Increased quality in processing inquiries
- Increased service delivery
- Easy evaluation, analysis and planning
Requirements
- Worldwide availability
- Multilingual interface
- Cloud based, managed by the vendor
- Data protection, GDPR-compliant
- Data centers in Germany or within the EU
- Customer portal
- Flexible adaptability and scalability
Features
- Role and authorization management
- Prioritize and assign tickets
- Ticket history
- Ticket monitoring
- Links
- Enhancement dynamic fields
- Phone communication channel
- Email communication channel
Numbers
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
