(( OTRS )) Community
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(( OTRS )) Community (Open Ticket Request System) allows efficient communication both inside and outside the 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 a certain ticket that there is a problem and it is not being 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 delivered. Each queue can have a certain selection of tickets that they receive. The most common division of queues based on services that your company provides. The queues work automatically but tickets can be manually moved to other queues (e.g. faulty ticket, a solution requiring attention from the different department).
Every single registered entry is marked and receives 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 a ticket and take responsibility to carry on conversation and keep your customer up to date with
User & 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
Support for ITIL
ITSM is a service management system, working in OTRS environment. It is based on solutions from the third generation of ITIL, its latest version. ITIL is a library of recommendations for providing IT services with the highest efficiency. ITIL resolves the main problems such as:
Continual Service Improvement.
The entire system is backed on the idea, that you need not only IT infrastructure and internal company organization, but also continuous monitoring and improvement of provided services. ITSM prioritizes the individual approach to each customer separately. ITSM allows you managing knowledge and data, lets you reduce the reaction time of your employees and increase their efficiency. Through ITSM module, you can monitor tickets, keep statistics, build knowledge library, about individual service and customer. An additional advantage of ITSM is Change Management system, which eliminates any losses, that would else appear in case of incompetent change introduction.