OTRS

Posted: admin on Aug 24 |Open Source Help Desk Software

Overall Rating	No Ratings
Reliability	No Ratings
Performance	No Ratings
Features	No Ratings
User Friendly	No Ratings
Cost	No Ratings

OTRS is an open source help desk support software with a lot of features to manage users support requests by phone or email. this software is distributed under the GNU licensed and has been tested on many operating system platforms including Windows and Linux.

OTRS has lot of features, some of the are:

Agent web interface for viewing and working on all customer requests
Customer web interface for viewing and sending infos to the agents
Multi language support (Brazilian Portuguese, Bulgarian, Czech, Chinese, Dutch, Danish, English, Estonian, Finnish, French, German, Greek, Hungarian, Italian, Norwegian, Polish, Portuguese, Russian, Slovak, Spanish, Turkish and Vietnam)
customize the output templates (dtl) release independently
dispatching of incoming email via email addess or x-header
autoresponders for customers by incoming emails (per queue)
auto convert of incoming html only emails to text/plain (to get it easier searchable)
email-notification to the agent by new tickets, follow ups or lock timeouts
custom queue view and queue view of all requests
Ticket locking
Ticket replies (standard responses)
Ticket autoresponders per queue
Ticket history, evolution of ticket status and actions taken on ticket
abaility to add notes (with different note types) to a ticket
Ticket zoom feature
Tickets can be bounced or forwarded to other email addresses
Ticket can be moved to a different queue (this is helpful if emails are for a specific subject)
Ticket priority
Ticket time accounting
Ticket print view (PDF)
Ticket pending feature
Ticket responsible feature
Ticket bulk feature
Ticket hook divider
Ticket event module layer
Generic agent to do automatically actions on tickets (based on scheduled jobs)
content fulltext search
Ticket ACL support
Ticket workflow feature