OTRS
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Translation Management: Benefits, Use in OTRS, and Context
Different languages have always posed challenges — in customer service and ITSM just as much as in many other fields. As companies and their customer bases become increasingly international, people from a wide variety of linguistic backgrounds and with different levels of language proficiency must communicate and collaborate.
This article highlights the advantages of a well-designed translation management feature within a ticketing system and explains how OTRS makes handling multiple translations simple and efficient.
(Lack of) Security of the ((OTRS)) Community Edition
The OTRS Group stopped supporting the ((OTRS)) Community Edition (CE) at the end of 2020. Since then, it has not received security updates or patches to fix vulnerabilities.
In fact, simply using the ((OTRS)) Community Edition is likely a violation of data protection regulations. The General Data Protection Regulation (GDPR) says software must meet the latest security standards. This is clearly not true for CE. It’s more than five years out of date.
OTRS Features Compared to the ((OTRS)) Community Edition
OTRS continuously delivers new features and enhancements for its users. These go far beyond the basic functions of a ticketing system, creating significant value. Customer-specific requirements and modern focus areas like AI services and automation are key to simplifying work and increasing efficiency.
Time Tracking to Maximize Billing and Productivity
Time tracking helps service businesses drive profitability in two ways. For teams that sell services directly, such as agencies, legal teams, or consulting groups, every moment of customer work done equates to additional revenue. For teams that offer support services, maximizing the efficiency of each agent reduces waste and the need for additional workers.
Whistleblower System According to EU Whistleblowing Directive – A Guide
From 2023, it will be mandatory for companies, authorities and organizations with 50 or more employees to create a whistleblower protection system. Learn what needs to be considered and how OTRS can support you.
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?
Experiences with OTRS 8 After One Year
How modern OTRS 8 gives
customers more flexibility,
speed and customization.
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.
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.
“OTRS 8 is by far the biggest modernization release in OTRS history”
The new release will be on the market soon. We talked to Manuel Hecht, VP Global Software Development, to take a look behind the scenes of OTRS 8.
Successful CMDB Implementation – a Use Case
When introducing a CMDB, there are a few things to keep in mind to ensure that it delivers the desired results.
Reflections 2019: Business, Bias and Balance
Our CEO André Mindermann looks back on 2019 and reflects on the most important highlights. In addition, he sets the focus for the year 2020.
OTRS Company Event 2019
The group celebrated its 9th international Company Event, which focused on the company's mission statement.
“Why Marketing and Human Relations have the same roots and how to prepare well for coincidences…”
Eight questions to Sabine Riedel, our board member responsible for the Marketing and Human Relations departments.
OTRS Group Nourishes the Hearts of Employees
On Tuesday, July 30, a team of OTRS Group employees gathered in Rock Hill, SC, to help out at the Dorothy Day Soup Kitchen.
Don’t Bet Your Business on a Grey Market Solution
Why is the cooperation with a grey market provider a risk? What problems can occur if you work with such a solution?
Building a Business in Asia
Udo Kampelmann, Managing Director OTRS ASIA, gives insights what is important if you want to start a business in Asia.
OTRS Helps at Wiesbaden Children’s Hospice
This was no ordinary working day for the employee of OTRS at the children's hospice Bärenherz in Wiesbaden.
Infrastructure Security Requires Team Work
Infrastructure security is a critical concern that requires coordinated attention by governments, businesses and individuals.
How to Build Global Teams that Work
More and more companies act globally today. But the collaboration of international teams is characterized by different challenges, which must be mastered.
Cloud or no cloud – that is the question! OTRS offers both.
Asking whether or not the cloud is the best option for you? Consider this.
IT Focus in 2019: What Are the Top Priorities for German and American CIOs?
The differences between Germany and the USA are small, and one sector stands out the most.
An Eventful 2018: the OTRS Year-in-Review
From strategy change over new locations to OTRS 7 - much has happened in the 15th year of OTRS.
Full steam ahead: OTRS AG is 15 years old
OTRS AG celebrates its 15-year success story with lots of fun and exciting highlights.
Event based ticket movement via web service
Let’s continue with our use case from last week. In part 1 we build the pre-requirement for this web service. For sure this can also be realised with another OTRS built-in functionality called GenericAgent, but do you really want to build one GenericAgent per language? Because I really want to avoid this I’m using the OTRSConnector. […]
Inform Rocket.Chat users about ticket events
Many of my customers are using Rocket.Chat for their internal team chats. Last week I had a customer, who asked me if it’s possible to get a notification in their Rocket.Chat if there’s a new ticket in OTRS. I call this integration “Rocket.ChatConnector”. The answer is… YES! In the first part of a smaller blog […]