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Implementing a helpdesk and ticketing system using OTRS

This best practices describes how to introduce a ticketing system and how to set up a good service management in your company.

When a company is considering implementing a ticketing system, its first step should be to define all objectives and requirements before taking any action. Also, to ensure the project is executed successfully, it is important to include all relevant stakeholders from the very start of the implementation.

In our best practice guide, we present a good approach to the introduction of a ticket system, how to promote the acceptance of the project in the company and give tips on how to set up a good service management.

Index

  1. Capturing requirements
  2. From concept to implementation
  3. Implement workflows
  4. Test runs and training
  5. Best practices for good IT service management
Implementing a helpdesk and ticketing system using OTRS

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