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OTRS (Open Ticket Request System) allows efficient communication both inside and outside organization – with customers or employees. This system is based on tickets, which contain the entire conversation and can be monitored by supervisors. In case of not resolving the ticket in set time the problem may escalate informing supervisors of the agent assigned to certain ticket that there is a problem and it is not beeing solved. This prevents your employees from neglecting tasks from your most important partners and let you increase your service quality.
OTRS has a system of queues where tickets are delievered. Each queue can have a certain selection of tickets that they recieve. The most common division of queues bases on services that your company provides. The queues work automatically but tickets can be manually moved to other queues (e.g. faulty ticket, solution requiring attention from different department).
Every single registrated entry is marked and recieves its unique number forming a ticket.
Group of agents that can be assigned to different services (e.g. agent managing IT support may have no permission to open sales tickets and vice versa) can open ticket and take responsibility to carry on conversation and keep your customer up to date with progress of the solution they need.
Users & Agents
OTRS divides users into two categories – users that send their tickets to your system (e.g. customers) and agents who are your support employees.
Agents can be assigned to special groups, queues and roles which indicates how much responsibility each agent has and what kind of tickets are under his supervision.
How can we help you?
Do you have an OTRS system in your company and you already need a help? We are providing services of the OTRS support depending on your requirements. We can be available even up to 365 days in the year, through twenty-four hours a day.
If you want to deploy, modify, or improve OTRS at home in the company, and you have no idea where to start, it will be happy to help.
We are experienced and a close team, which successfully is creating own, author's solutions and alterations for the OTRS system.
We understand that systems must sometimes talk with each other. That's why we have created a custom tool for integration of OTRS with different systems.