Feature List

By continuing to use this site, you agree to the use of cookies. More information. Accept

Experience a world of possibility
with OTRS Features

Customize OTRS to your specific needs with a wide range of functions.
Feature availability is independent of the service package.

Colorful explosion of pink purple and light blue liquid on a black background
 

Channels

Channels SMS
SMS

SMS can be sent automatically or manually.

Channels Customer Portal
Customer Portal

Includes all articles of communication within OTRS. Displays external and internal notes.

Channels Telephone
Telephone

Documentation of incoming and outgoing telephone calls.

Channels Chat with Video
Chat with Video

Chat functionality with integrated use of video.

Channels Email
Email

Ability to document inbound and outbound email through email articles.

Ticket Management

Ticket Management Share Search Templates OTRS 7
Share Search Templates OTRS 7

Ticket search templates can be shared between agents.

Ticket Management Service Catalog with Guided Ticket Creation OTRS 7
Service Catalog with Guided Ticket Creation OTRS 7

Create a completely independent service catalog and allow customers to easily open tickets by using the built-in guided ticket creation option.

Ticket Management Service Catalog
Service Catalog

List of services that is provided when creating a request for service (service request) or identifying a service that can no longer be used (incident).

Ticket Management Draft Mode for Notes & Emails
Draft Mode for Notes & Emails

Note and email forms can be saved as drafts on the ticket and edited at a later time.

Ticket Management Create Internal Notes
Create Internal Notes

Articles can be added to internal communication as a note. External permission can be allowed if desired.

Ticket Management Response Templates & Text Modules OTRS 7
Response Templates & Text Modules OTRS 7

Text-based templates, including the subject text, can be saved and reused as needed. Perfect for answering email, documenting calls or recording meetings.

Ticket Management Ticket Bulk Action OTRS 7
Ticket Bulk Action OTRS 7

The ticket bulk action allows one or more actions (such as a status change, queue change, dynamic field updates, etc.) to be executed on one or more tickets at the same time.

Ticket Management Link Tickets
Link Tickets

Tickets (and other objects) can be linked in OTRS. In each ticket, you can see all relevant tickets from other queues.

Ticket Management Create Parent/Child Tickets
Ticket Management Watch Tickets
Watch Tickets

Tickets can be watched (similar to eBay items). The observer receives status information as though they were the owner, without having to be actively involved in the ticket.

Ticket Management Split & Merge Tickets
Split & Merge Tickets

Splitting can be used to insert articles into a new ticket. Merging tickets is technically a 'move' of all items from ticket A that are then pasted into ticket B.

Ticket Management Track Tickets
Track Tickets

Similar to 'Watch ticket.' In addition to watching tickets, searching and setting up notifications can be done manually.

Ticket Management Prioritize & Assign Tickets
Prioritize & Assign Tickets

Tickets can be prioritized and sorted automaticlly within tables. Assignment can be made to queues, agents, customers, categories, services, SLAs, etc.

Security & Permissions

Security & Permissions Display of Information from External Sources Directly in the Ticket
Display of Information from External Sources Directly in the Ticket

Depending on the data in a ticket, a mouse-over can be used to display an inline window which can dynamically call a web address. For example, a package's delivery status can be displayed if the package's number is stored in the ticket.

Security & Permissions Use of Postmaster Filters for Incoming Encrypted Emails
Use of Postmaster Filters for Incoming Encrypted Emails

Often, filters can't be used for encrypted email. Via an extension of the filter options in OTRS, filtering and preprocessing are possible for encrypted email.

Security & Permissions Encryption & Signing of Ticket Notifications
Encryption & Signing of Ticket Notifications

Enables not only the encryption of the communication between the customer and the agent, but also the information sent to the agent, by encrypting and signing the notifications.

Security & Permissions Use of S/MIME Certificates from the LDAP
Use of S/MIME Certificates from the LDAP

In order to avoid duplicate uploads of S/MIME certificates, OTRS can access the directory service directly and pick up the S/MIME certificate automatically before sending emails.

Security & Permissions Encryption via S/MIME & PGP
Encryption via S/MIME & PGP

Emails can be encrypted and signed via S/MIME and PGP.

Security & Permissions Data Transfer via SSL
Data Transfer via SSL

All data transmitted to or from OTRS can be encrypted via SSL. This ensures a constantly secure connection between communication partners at all times.

Security & Permissions 2-Factor Authentication
2-Factor Authentication

In addition to requiring a user name and password, a token can also be requested from the user. This token must be uniquely created via an ISO-certified algorithm. The principle has been used for many years and is a proven security benefit.

Security & Permissions Owner & Responsible Assignment
Owner & Responsible Assignment

Each ticket is assigned to an owner so that the person who is working on the ticket (or who last worked on it) is easily recognizable. In addition, a second agent can be assigned as the person responsible, receiving full rights to the ticket. The department manager or a project manager is often entered here.

Security & Permissions Role & Access Control Management
Role & Access Control Management

With role, group and ACL-based rights management, an extremely detailed structure of access rights can be set up, if required.

Automation & Processes

Automation & Processes Ticket Update with CI Data OTRS 7
Ticket Update with CI Data OTRS 7

Fully automated access to the CMDB to link CIs or to complete the process ticket with CI data.

Automation & Processes Automation of Recurring Tasks OTRS 7
Automation of Recurring Tasks OTRS 7

Fully automated execution of recurring tasks, such as sending email, moving a ticket or setting a ticket field.

Automation & Processes Corporate Design in Process Tickets OTRS 7
Corporate Design in Process Tickets OTRS 7

Rich text and attachments make it easy to create automated emails in a corporate design.

Automation & Processes Text Templates for Processes OTRS 7
Text Templates for Processes OTRS 7

Processes also support text templates for consistent quality in language & font.

Automation & Processes Automatic Data Import OTRS 7
Automatic Data Import OTRS 7

Automatic transfer of information when creating new tickets or items. Copy and paste is no longer required.

Automation & Processes BPMN-compliant Wording in Process Management OTRS 7
BPMN-compliant Wording in Process Management OTRS 7

The element names of the process modeler have been adapted to the BPMN ISO naming convention.

Automation & Processes Create Forms and Link Them to Processes
Create Forms and Link Them to Processes

Process dialogues (OTRS 7: User task activity dialogs) provide a very simple solution for creating individual forms. These are then available for use within ticket activities and thus guide the agent through ticket processing.

Automation & Processes Service Transition::Service Transition Planning and Support
Service Transition::Service Transition Planning and Support

Activities to activate or change a service.

Automation & Processes Service Transition::Service Asset and Configuration Management
Service Transition::Service Asset and Configuration Management

Activities to keep the information about components for a service up-to-date.

Automation & Processes Service Transition::Release and Deployment Management
Service Transition::Release and Deployment Management

Activities to plan and implement changes around a service.

Automation & Processes Service Transition::Knowledge Management
Service Transition::Knowledge Management

Activities to manage the knowledge about a service.

Automation & Processes Service Transition::Change Evaluation
Service Transition::Change Evaluation

Activities to process the usefulness of a change to a service.

Automation & Processes Service Operation::Service Validation and Testing
Service Operation::Service Validation and Testing

Activities to ensure the stability and profitability of a service.

Automation & Processes Service Operation::Request Fulfillment Management
Service Operation::Request Fulfillment Management

Activities to meet the demands of a customer user for a service.

Automation & Processes Service Operation::Problem Management
Service Operation::Problem Management

Activities to manage the basic problem within a service and to develop a permanent solution.

Automation & Processes Service Operation::Incident Management
Service Operation::Incident Management

Activities to make a service workable by a customer user as quickly as possible in the event of an acute issue.

Automation & Processes Service Operation::Event Management
Service Operation::Event Management

Activities to evaluate and process electronic messages about faults.

Automation & Processes Service Operation::Access Management
Service Operation::Access Management

Activities to manage access to resources.

Automation & Processes Service Design::Supplier Management
Service Design::Supplier Management

Activities to ensure that right service providers offer the right quality.

Automation & Processes Service Design::Service Level Management
Service Design::Service Level Management

Activities to manage the validity of a service.

Automation & Processes Service Design::Service Design Coordination (Individual Design)
Service Design::Service Design Coordination (Individual Design)

Activities to support the individual design process of a service.

Automation & Processes Service Design::Continuity Management
Service Design::Continuity Management

Activities to ensure the secure and permanent availability of a service.

Automation & Processes Service Design::Catalog Management
Service Design::Catalog Management

Activities to provide a clear and up-to-date catalog of services.

Automation & Processes Service Design::Availability Management (reactive)
Service Design::Availability Management (reactive)

Activities to ensure availability of components for a service.

Automation & Processes Service Design::Availability Management (proactive)
Service Design::Availability Management (proactive)

Activities to ensure availability of components for a service.

Automation & Processes Material Return
Material Return

Activities to manage or approve the return of materials from customer to the manufacturer.

Automation & Processes Travel Expenses
Travel Expenses

Activities to document the travel costs of sales representatives.

Automation & Processes Office Material Request
Office Material Request

Activities to create a request for new office supplies.

Automation & Processes Room Booking
Room Booking

Activities to create a meeting room reservation.

Automation & Processes Leave Request
Leave Request

Activities to manage vacation and time off requests.

Automation & Processes Create Individual Processes
Create Individual Processes

Comprehensive module to create your own activities and set them up individually.

Automation & Processes Automatic Ticket Notifications
Automatic Ticket Notifications

Module to set up various automatic notifications to different receivers via numerous channels.

Time Management

Time Management Escalation Management
Escalation Management

Features and settings for SLAs and for measuring time in general. This can be used for internal time constraints, to ensure ITIL-compliant incident SLA times or to manage escalations. In addition, time-based escalations can lead to hierarchical and functional escalations.

Time Management Help Pop-ups for SLAs
Help Pop-ups for SLAs

When creating a ticket, the customer can view a window with additional details about an SLA when selecting the SLA.

Time Management SLA Management
SLA Management

Settings for SLAs to meet solution times. See also ' escalation management. '

Time Management Definition of Solution & Reminder Times
Definition of Solution & Reminder Times

Settings to define solution and reminder times. See also ' escalation management.'

Time Management Time Zone Support
Time Zone Support

Instead of working with offsets, OTRS offers the ability to set up SLAs and calendars with the right time zones, such as Europe/Berlin or Africa/Nairobi.

Time Management Time Recording
Time Recording

Time units can be recorded with each communication, i.e. per item. These can then be totaled on the ticket and fed into reporting. TimeAccounting is a module that allows employees to enter times of the day exactly. In addition to simple times, projects and activities can also be entered. Further work on tickets can even be prevented if, for example, no time has been entered for more than two days.

Time Management Definition of Business Hours
Definition of Business Hours

In addition to the time zones, the service times can also be stored in hour increments on a calendar. For example, an SLA can prevent a ticket from escalating suddenly on a weekend.

Time Management Diary and Resource Management
Diary and Resource Management

You can use your own calendar to maintain appointments, assignments, tasks, etc. You can also assign one or more resource (agents) to each appointment. With a simple drag-and-drop function, the distribution and scheduling of tasks is a breeze.

Integration

Integration Email Dispatch via Web Service OTRS 7
Email Dispatch via Web Service OTRS 7

Web services can send email from OTRS in the name of a third-party system (eg SAP, etc.).

Integration Partial CI Update OTRS 7
Partial CI Update OTRS 7

Enables partial updating of a single attribute without necessarily having to create a new version.

Integration References to External Resources OTRS 7
References to External Resources OTRS 7

Refer to and redirect to all kinds of external resources, thereby creating one central place for information.

Integration XSLT Mapping
XSLT Mapping

Required for complex mapping and data modifications in data transfer from and to OTRS. Each scenario can be implemented via the XSLT mapping module.

Integration Storing and Displaying Information from External Databases in the Ticket
Storing and Displaying Information from External Databases in the Ticket

You can use special fields to bind external databases as a source for field values. As a result, a product catalog does not need to be imported.

Integration Connectors for SAP, Baramundi, BMC, CTI, Jira, Bugzilla, OTRS
Connectors for SAP, Baramundi, BMC, CTI, Jira, Bugzilla, OTRS

OTRS is multi-talented when it comes to integration, connectivity and communication. For almost all application cases, we have a connector or can create this on a cost-neutral basis.

Integration System Monitoring, e.g. to Nagios, Icinga
System Monitoring, e.g. to Nagios, Icinga

Messages are processed efficiently and unnecessary messages are prevented when an employee has already accepted the original message.

Integration Generic Interface via SOAP + REST
Generic Interface via SOAP + REST

Almost all components of OTRS can be communicated via the Generic Interface (web service interface framework) via SOAP, REST, SQL or even proprietary protocols. OTRS offers ready-to-use modules and can be extended almost indefinitely, if required.

Customer Management

Customer Management Customer & Service Center OTRS 7
Customer & Service Center OTRS 7

Full-fledged customer and service center with knowledge base, forms, processes and service catalog.

Customer Management Individual Contact Fields
Individual Contact Fields

In addition to the actual customer, further fields from connected customer databases can be recorded on a ticket.

Customer Management Customer Information Center OTRS 7
Customer Information Center OTRS 7

Provides an overview of customers or customer users. In addition to the customer's tickets; affiliations; and status; further information, such as services, CIs, etc., can also be displayed here.

Customer Management Link Several Companies to a Contact
Link Several Companies to a Contact

A customer user can be added to more than just his primary customer number if, for example, he or she is working for more than one customer.

Knowledge Management & Self Service

Knowledge Management & Self Service Dynamic Search OTRS 7
Dynamic Search OTRS 7

Provide fast, intelligent and dynamic search for all content (tickets, presentations, knowledge entries, etc.) in OTRS.

Knowledge Management & Self Service Access Free Public Information OTRS 7
Access Free Public Information OTRS 7

Provide public information without a login. This allows visitors to access shared content quickly and without logging in.

Knowledge Management & Self Service Surveys OTRS 7
Surveys OTRS 7

After completing a ticket, a custom-branded survey can be automatically sent to the customer user. Images can be inserted as a response option (e.g. 3 smileys). The module also offers an evaluation of the surveys at the same time.

Knowledge Management & Self Service FAQ Proposal OTRS 7
FAQ Proposal OTRS 7

The agent interface now supports the display of relevant FAQ entries when creating a new ticket.

Knowledge Management & Self Service Surveys
Surveys

After a ticket has been completed, a survey can be automatically sent to the customer user. The module also provides an evaluation of the surveys.

Knowledge Management & Self Service OTRS Customer Portal
OTRS Customer Portal

Access to tickets, CIs, the knowledge base and, beginning with OTRS 7, a service catalogue.

Knowledge Management & Self Service Knowledge Base
Knowledge Base

Agents and customers have direct access to the knowledge base that is divided into articles and categories so that they can use its articles in tickets or send the articles via email.

Individualization

Individualization Individual Content Pages OTRS 7
Individual Content Pages OTRS 7

Quickly add new pages and information to the customer portal with the built-in editor.

Individualization High-Contrast Skin for Barrier-Free Access
High-Contrast Skin for Barrier-Free Access

High contrast of all the individual elements of the graphical user interface allow unrestricted work within OTRS, even in low-light conditions or by those with low vision.

Individualization User-Specific Dashboard Design
User-Specific Dashboard Design

Customizable dashboard. Freely determine the visibility, size and position of ticket lists up to statistics.

Individualization Individual Configuration of Additional Ticket Fields
Individual Configuration of Additional Ticket Fields

You can add fields to a ticket or include an overview into which the admin can enter text.

Individualization Branded Theme Customization OTRS 7
Branded Theme Customization OTRS 7

Insert custom text and extensively adapt the corporate design (images, logo, font, etc.) of the agent and external interfaces.

Reporting

Reporting Display in the Dashboard
Display in the Dashboard

All metrics can be made available to the user in the OTRS dashboard.

Reporting CSV/PDF Export
CSV/PDF Export

Metrics and lists can be exported as PDF, CSV or Excel files and processed as you wish.

Reporting Compiling Statistics with Previews
Compiling Statistics with Previews

The creation of statistics with an automatic results preview simplifies the configuration and sensible selection of meaningful metrics.

Reporting Report Generator
Report Generator

Existing statistics can be summarized and commented on individually by creating a separate report. It also contains options for explanatory text and an index of the statistic's set up.

Performance

Performance Additional Instances
Additional Instances

Further instances can be set up at any time as a test system or as a coupling for individual departments.

Performance Ticket Archiving
Ticket Archiving

Tickets can be archived to optimize search. This also has a positive effect on the underlying database's load.

Need even more features?
No problem.