How does OTRS fit into my business?
For every department or corporate area that supplies internal or external services, OTRS helps structure, document, standardise and optimize customer communications.
The core OTRS functionality is the helpdesk. Whether it's by email, telephone or using the customer portal, end users can contact you with their support and service requests using one central location (single point of contact). For each task a separate ticket with a unique reference number is created. Then, any work performed is securely documented until the problem has been resolved and the ticket is closed.
OTRS for banks / compliance management
When problems arise, customers can register their issues or complaints regarding processes or products using a web form, by telephone or via letter or fax. All these input channels are then merged into a single platform where customer communications are automatically displayed in chronological order in the form of support tickets. Thus, in its broadest sense, the ticket acts as a customer record that can be expanded to include time-related functions such as configurable response and resolution times and an automated transfer function so that when individuals are not available, other members of staff can take on issues ensuring statutory deadlines are still met.
OTRS for security incident handling
The requirements for documenting and processing security-related incidents have particularly risen since the IT Security Act of July 25, 2015 came into effect. Using OTRS process management, standardised processes for documentation, assessment and approval can easily be realised, ensuring you comply with this important legislation.
Customer Service / Call Centre / CRM
OTRS is an ideal tool for customer communications. 35 supported languages, an easy-to-use interface, connections for up to 10 external databases and a pre-existing customer portal with FAQs and predefined, standard boilerplate texts support agents in providing efficient communications. KPI statistics and customer satisfaction surveys can also be created.
OTRS as an IT service management platform
Many companies start out using OTRS as a helpdesk, but then gradually incorporate other IT processes into the system. OTRS allows for the modular expansion to an ITIL-compliant ITSM suite that includes change and configuration management. The OTRS licensing model allows for enhancements and various technical integrations to be implemented with minimal resources.
The OTRS process management system enables users to create forms that trigger predefined workflows. These can include, for example, approval processes, orders or even leave requests. In doing this, OTRS becomes an IT service management platform that offers companies a powerful framework for the structured processing and secure documentation of IT operations.
Additional modules for our monitoring platform openITCOCKPIT – as a knowledge base (FAQs), a CMDB and a bidirectional interface – complement the system's functionality. OTRS also provides out-of-the-box connectivity to Active Directory, LDAP and external SQL customer databases.
Integrating external companies
Through the use of web services it is also possible for external systems to create, view and update tickets. An external service provider's ticketing system can, for instance, be connected to OTRS or an order can even be directly placed from within SAP.
OTRS also affords users the opportunity to communicate with external service providers directly from a ticket. Answers are automatically written into the relevant tickets as articles and the ticket status is also automatically updated.
We can also tailor our connection to SAP (order tickets via web services, time tracking) or i-doit (CMDB) to suit the needs of your particular environment.
No need for local clients
OTRS can be used entirely via a web browser or email. Thanks to our responsive design, you can even use it via a smartphone or tablet. This makes initially getting to grips with the software easier and keeps further user training needs to a minimum.
The individually configurable Dashboard offers an overview of all outstanding tickets and agents can also elect to set up optional email alerts. By enabling this feature, mobile service technicians, for example, will receive an email with a link as soon as the status of a ticket has changed.
OTRS not only provides transparent ticket processing, it also prevents duplicated work, because free tickets can be locked and thus excluded from processing by agents who have the appropriate permissions. This ensures that each ticket has a single, unique owner and editor. If the ticket's owner hasn't provided an update within a certain period of time, the ticket will be released for processing by one of the agent's colleagues, thus ensuring continuity of work and a timely resolution of the issue.