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              The Authors

              Nils Leideck

              Nils Leideck has been a part of OTRS for more than ten years and is currently our Product Manager. Prior to taking on this role, he worked as an OTRS Senior Consultant where he worked hand-in-hand with customers around the world to help them derive the most value possible from OTRS. He has specific expertise in usability, service management, BPM, ITIL and the product lifecycle.
              View expertise

              Prior to joining OTRS, he explored the entrepreneurial world leveraging his many years as an IT consultant to help businesses increase the performance through IT solutions. To round out his background, he also spent several of his early professional years working directly in IT service departments and providing web development services.

              Today, Nils resides in Germany, in the lovely city Wuppertal, famous for its up-side-down trains. From his home office, he balances the needs of his two young children with his interests in everything around cooking, psychology and Kenya as well as his drive to direct OTRS product development in a way that best creates value for our customers.

              Fields of expertise

              • Usability
              • Service management
              • BPM
              • ITIL
              • Product lifecycle

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              Posts by
              Nils Leideck

              13/09/2021 | Nils Leideck
              Goodbye Master/Slave. Hello Primary/Secondary.

              Goodbye Master/Slave. Hello Primary/Secondary.

              This feature add-on allows agents to link tickets together using a primary/secondary relationship. Once linked, there are several benefits.
              Using OTRS
              28/06/2021 | Nils Leideck
              How artificial is artificial intelligence?

              How artificial is artificial intelligence?

              Artificial intelligence has been part of our lives for a long time. What exactly do we mean by this, how is machine learning to be classified and is AI used everywhere?
              Digital Transformation
              04/05/2021 | Nils Leideck
              Where Does the Term Ticketing System Come From and Does It Even Fit Today?

              Where Does the Term Ticketing System Come From and Does It Even Fit Today?

              Ticketing systems have become established. Not only in IT, but in almost all areas of a company. But should we really still call them ticketing systems?
              OTRS in Action | Using OTRS
              28/09/2020 | Nils Leideck
              Best Practices for Working in the Home Office

              Best Practices for Working in the Home Office

              Establishing a new habit often takes time. Home office is becoming more of a standard, so we've compiled best practices for you.
              General
              04/05/2020 | Nils Leideck
              Improve Call Center Efficiency: Process Management is The Key

              Improve Call Center Efficiency: Process Management is The Key

              Call centers may handle several hundred inquiries every day. Learn how you can make your processes more efficient and thus increase customer satisfaction.
              Customer Service

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              • About OTRS Group (21)
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              The Authors

                • Jeff May
                • Sabine Riedel
                • Daphne Sim
                • André Mindermann
                • Christopher Kuhn
                • Jens Bothe
                • Luciano Alves De Oliveira
                • Francisco Cruz
                • Nils Leideck
                • Benjamin Müller
                • Enrico Schwenke
                • Andreas Bender

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