Product Information
Price
Starting at HK$ - / year
MSRP
-
Category
V2D Part # / MFR Part #
- / -
Manufacturer
OTRS
License Type
Software Licenses
OTRS – The Flexible Service Management Solution
OTRS is a service management solution that can be used by any department in your company. It reduces operational costs and increases satisfaction by optimizing service delivery, communication and workflows. With OTRS you choose software directly from the manufacturer.
OTRS Improves Your Bottomline
Reduce workflow processing time
Automatically assign requests so the right people communicate quickly. Notifications, reminders and escalation management guarantee fast processing. Templates and process management automate workflows.
Minimize
mistakes
Knowledge databases (KBAs) and a customer portal enable customer self-service, freeing up support team resources. Communication templates save time and guarantee consistently high quality in your service teams.
Optimize service delivery
OTRS offers extensive reporting tools. Keep on top of KPIs such as the number of requests, service issues, SLA risks, expenses and more.
Maximize tech
stack usage
OTRS has customizable interfaces to seamlessly integrate with existing applications, reducing potential development costs. OTRS is not a rigid component of your system landscape; rather, it grows with your company, requirements and changes.
Ensure
security
OTRS was developed according to the principles of Privacy and Security by Design. Data protection, maximum reduction of attack potential and server-client encryption are a matter of course. OTRS Group has in house security experts, and data centers are ISO/IEC 27001 certified as well as subject to German law.
Previous
Next
Functionalities
Benefit from professional OTRS features that facilitate your workflows, support staff planning, improve service quality and increase customer satisfaction.
Reduce workflow processing time
Automatically assign requests so the right people communicate quickly. Notifications, reminders and escalation management guarantee fast processing. Templates and process management automate workflows.
Automation & processes
Process templates allow you to automate workflows and create customized processes. You can even use pre-configured processes to get started, For IT use cases, OTRS supports all requirements and best practices of common ITSM frameworks.
Communication templates save time and guarantee consistently high-quality replies by your service teams. Both external and internal customers are quickly and continuously informed about the status of their request. Customer and employee satisfaction increase.
Simple assignment, prioritization & classification
Through dedicated role and access management, requests are immediately assigned to the responsible departments. The right contacts always communicate with each other. Notifications, reminders and professional escalation management guarantee fast processing and evaluation. Escalation management is easily adapted to the customer or SLA.
Knowledge management & self service
Well-maintained FAQs and an up-to-date knowledge database reduce the number of tickets to be processed, freeing up valuable service team resources.
The OTRS customer portal makes it easier for customers to create requests and track their progress.
Time & resource management
OTRS makes it easy to coordinate team tasks and distribute them according to availability or workload. The appointment calendar and reminder times keep everyone aligned. Teams can even create joint calendars. Entries can be linked to tickets for easy tracking, creating an overview of the entire team’s workload.
Reports & statistics
OTRS reports are available at any time and provide information on the current customer situation, the state of inquiries and the team workload. They are easy to operate and can be used without configuration. Teams can react quickly in the event of bottlenecks, and leaders can optimize staffing.
Security & compliance
OTRS allows you to sign and encrypt e-mails via S/MIME or PGP. Communication between clients and servers is secured by SSL. Two-factor authentication can be configured as a default. OTRS offers audit security – information and communication are secured and documented in a compliant manner.
Interfaces & social media integration
Thanks to web services, any number of external databases, such as ERP, CRM, tracking or other ticket systems, can be integrated. The data can be displayed in special dynamic fields.
Connect OTRS with your existing solution
OTRS is one of the most widely used service management systems, and it can be seamlessly integrated with existing applications, such as SAP, Salesforce or HP Service Center. The generic interface and the XSLT mapping module of OTRS allow both the integration of existing systems and also the individual combination of several OTRS solutions. This significantly reduces the risks, effort, and costs involved in creating and maintaining conventional interfaces.
Contact us
to explore more
Schedule a demo, start a free trial, or request a quote, and more
We are here to assist you every step of the way
- +852 2893 8860
- sales@version-2.com
- +852 9843 8129