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.
SMS can be sent automatically or manually.
Includes all articles of communication within OTRS. Displays external and internal notes.
Documentation of incoming and outgoing telephone calls.
Chat functionality with integrated use of video.
Ability to document inbound and outbound email through email articles.
Ticket search templates can be shared between agents.
Create a completely independent service catalog and allow customers to easily open tickets by using the built-in guided ticket creation option.
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).
Note and email forms can be saved as drafts on the ticket and edited at a later time.
Articles can be added to internal communication as a note. External permission can be allowed if desired.
Text-based templates, including the subject text, can be saved and reused as needed. Perfect for answering email, documenting calls or recording meetings.
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.
Tickets (and other objects) can be linked in OTRS. In each ticket, you can see all relevant tickets from other queues.
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.
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.
Similar to 'Watch ticket.' In addition to watching tickets, searching and setting up notifications can be done manually.
Tickets can be prioritized and sorted automaticlly within tables. Assignment can be made to queues, agents, customers, categories, services, SLAs, etc.
Security & Permissions
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.
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.
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.
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.
Emails can be encrypted and signed via S/MIME and PGP.
All data transmitted to or from OTRS can be encrypted via SSL. This ensures a constantly secure connection between communication partners at all times.
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.
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.
With role, group and ACL-based rights management, an extremely detailed structure of access rights can be set up, if required.
Automation & Processes
Fully automated access to the CMDB to link CIs or to complete the process ticket with CI data.
Fully automated execution of recurring tasks, such as sending email, moving a ticket or setting a ticket field.
Rich text and attachments make it easy to create automated emails in a corporate design.
Processes also support text templates for consistent quality in language & font.
Automatic transfer of information when creating new tickets or items. Copy and paste is no longer required.
The element names of the process modeler have been adapted to the BPMN ISO naming convention.
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.
Activities to activate or change a service.
Activities to keep the information about components for a service up-to-date.
Activities to plan and implement changes around a service.
Activities to manage the knowledge about a service.
Activities to process the usefulness of a change to a service.
Activities to ensure the stability and profitability of a service.
Activities to meet the demands of a customer user for a service.
Activities to manage the basic problem within a service and to develop a permanent solution.
Activities to make a service workable by a customer user as quickly as possible in the event of an acute issue.
Activities to evaluate and process electronic messages about faults.
Activities to manage access to resources.
Activities to ensure that right service providers offer the right quality.
Activities to manage the validity of a service.
Activities to support the individual design process of a service.
Activities to ensure the secure and permanent availability of a service.
Activities to provide a clear and up-to-date catalog of services.
Activities to ensure availability of components for a service.
Activities to ensure availability of components for a service.
Activities to manage or approve the return of materials from customer to the manufacturer.
Activities to document the travel costs of sales representatives.
Activities to create a request for new office supplies.
Activities to create a meeting room reservation.
Activities to manage vacation and time off requests.
Comprehensive module to create your own activities and set them up individually.
Module to set up various automatic notifications to different receivers via numerous channels.
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.
When creating a ticket, the customer can view a window with additional details about an SLA when selecting the SLA.
Settings for SLAs to meet solution times. See also ' escalation management. '
Settings to define solution and reminder times. See also ' escalation management.'
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 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.
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.
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.
Web services can send email from OTRS in the name of a third-party system (eg SAP, etc.).
Enables partial updating of a single attribute without necessarily having to create a new version.
Refer to and redirect to all kinds of external resources, thereby creating one central place for information.
Required for complex mapping and data modifications in data transfer from and to OTRS. Each scenario can be implemented via the XSLT mapping module.
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.
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.
Messages are processed efficiently and unnecessary messages are prevented when an employee has already accepted the original message.
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.
Full-fledged customer and service center with knowledge base, forms, processes and service catalog.
In addition to the actual customer, further fields from connected customer databases can be recorded on a ticket.
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.
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
Provide fast, intelligent and dynamic search for all content (tickets, presentations, knowledge entries, etc.) in OTRS.
Provide public information without a login. This allows visitors to access shared content quickly and without logging in.
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.
The agent interface now supports the display of relevant FAQ entries when creating a new ticket.
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.
Access to tickets, CIs, the knowledge base and, beginning with OTRS 7, a service catalogue.
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.
Quickly add new pages and information to the customer portal with the built-in editor.
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.
Customizable dashboard. Freely determine the visibility, size and position of ticket lists up to statistics.
You can add fields to a ticket or include an overview into which the admin can enter text.
Insert custom text and extensively adapt the corporate design (images, logo, font, etc.) of the agent and external interfaces.
All metrics can be made available to the user in the OTRS dashboard.
Metrics and lists can be exported as PDF, CSV or Excel files and processed as you wish.
The creation of statistics with an automatic results preview simplifies the configuration and sensible selection of meaningful metrics.
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.
Further instances can be set up at any time as a test system or as a coupling for individual departments.
Tickets can be archived to optimize search. This also has a positive effect on the underlying database's load.