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              Category

              Using OTRS

              OTRS can be used for a wide variety of purposes and in companies of all sizes. At this point, our experts will
              guide you through new features, give you tips on how to use them, and provide expert knowledge to help you
              work with OTRS. Take advantage of the well-founded technical articles to improve your knowledge of OTRS.

              Disclaimer:
              The practical examples presented here and in the expert category in our FAQ blog section serve as a source of
              ideas and documentation to show what is theoretically possible with OTRS in concrete scenarios or sometimes
              even for more exotic configurations. All configurations presented here were developed under
              laboratory conditions as a proof of concept.

              We can only guarantee testing and implementation of these concepts to be error-free and productive if implemented
              in a workshop with one of our OTRS consultants. Without this, the responsibility lies with the
              customer himself. Please note that configurations from older OTRS versions may not work in the newer ones.

              15
              14/12/2022 | Bernd Maus
              Service Level Management (SLM) – Objectives and Processes

              Service Level Management (SLM) – Objectives and Processes

              Service Level Management (SLM) is an ITIL discipline and the basis for the successful implementation of IT service SLAs. Learn how to ensure that all service level management objectives are met and how ITIL 4 processes can help.
              Digital Transformation | General | ITSM | Using OTRS
              31/10/2022 | Bernd Maus
              Service Level Agreement (SLA) – Definition and Implementation

              Service Level Agreement (SLA) – Definition and Implementation

              A service level agreement (SLA) is a general agreement between a customer and a service provider. It defines services and related response times. What does an SLA contain, and how is it used?
              General | ITSM | Using OTRS
              11/10/2022 | Bernd Maus
              IT Asset Management (ITAM) – Definition, Benefits and Software Requirements

              IT Asset Management (ITAM) – Definition, Benefits and Software Requirements

              IT Asset Management is essential for the efficient and secure management of IT assets. Avoid downtime and unnecessary expenses. Learn which important features an ITAM software solution should have.
              Digital Transformation | General | ITSM | Using OTRS
              21/09/2022 | Enrico Schwenke
              What is CRM? How does it support customers and help the business?

              What is CRM? How does it support customers and help the business?

              More than ever, differentiation from the competition is based on customer service and the customer experience. In this context, the term CRM is heard more and more often. What exactly does it mean?
              Customer Service | Digital Transformation | General | Using OTRS
              29/08/2022 | Author OTRS
              Knowledge Management in Customer Service

              Knowledge Management in Customer Service

              Knowledge management helps customer service teams improve customer satisfaction (CSAT), time to resolution (TTR) and the overall customer experience. More simply said, it keeps customers happier and speeds up the work of customer service agents.
              Customer Service | Digital Transformation | General | ITSM | OTRS in Action | Using OTRS
              13/07/2022 | Enrico Schwenke
              How can smaller companies scale their technical needs?

              How can smaller companies scale their technical needs?

              If customers are regularly waiting for a response or applicants don't know the status of their application, it's probably time to look at process improvements and tools that can relieve employees of some of the administrative overload.
              Digital Transformation | General | Leadership | Using OTRS
              14/04/2022 | Enrico Schwenke
              Professional HR Processes With Movement in the Job Market

              Professional HR Processes With Movement in the Job Market

              The current movement in the labor market increases the opportunity for companies to recruit new skilled workers. Professional HR processes support this and ensure that they stay.
              Automation | Digital Transformation | General | OTRS in Action | Processes | Using OTRS
              24/01/2022 | Christopher Kuhn
              Solutions for Common Challenges in Facility Management

              Solutions for Common Challenges in Facility Management

              What does facility management mean today? What are the challenges and how can they be met?
              General | OTRS in Action | Using OTRS
              01/11/2021 | Andreas Bender
              Problem Management Benefits Your Team and Customers

              Problem Management Benefits Your Team and Customers

              Problem management is among the ITIL® service management practices. What is it? How does it help service organizations and customers?
              ITSM | OTRS in Action | Using OTRS
              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
              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
              31/03/2021 | Andreas Bender
              Experiences with OTRS 8 After One Year

              Experiences with OTRS 8 After One Year

              How modern OTRS 8 gives customers more flexibility, speed and customization.
              OTRS in Action | Using OTRS
              13/07/2020 | OTRS Experts
              How Easy Is Time Tracking in OTRS?

              How Easy Is Time Tracking in OTRS?

              Using OTRS for time accounting offers businesses lots of flexibility. Learn more about how this can be done.
              Using OTRS
              08/06/2020 | OTRS Experts
              10 Steps to Process Design Preparation for OTRS Process Management

              10 Steps to Process Design Preparation for OTRS Process Management

              Building processes in OTRS? A piece of cake with good preparation. We show you 10 steps that are part of a good preparation.
              Using OTRS
              11/05/2020 | OTRS Experts
              Security by Design in OTRS 8

              Security by Design in OTRS 8

              OTRS 8 was designed using Security by Design principles. Read what has changed in the new release.
              Using OTRS

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