All trade names are used without the guarantee for their free use and are possibly registered trade marks. Help desk documentation information technology services. It can be configured to match your help desk s needs with features such as itil processes, cmdb, sla management or corporate security process management. The main component is the otrs framework which contains all central functions for the application and the ticket system. Please see the documentation or ask your admin for. Customer service, itsm and corporate security otrs is the perfect choice for. Open source solutions otrs it outsourcuing software. This chapter describes the features of otrs help desk otrs. Customized configuration set up exactly as you need it. You can help translating the manuals to your language at translate.
We are profiting from the versatility of the software. Alternatively, you can enter key words in the box below and click the search button. This open source system help desk is based on tickets and provides enterpriseclass ticket management system at much lower costs compared to proprietary ticketing system software. It can be configured to match your help desks needs with features such as itil processes, cmdb, sla management or corporate security process management. Build stronger, longerlasting relationships and gain a solid competitive edge with the proven functionality of otrs. Additionally, in this chapter you will learn how to get commercial support for. This topic has been locked by an administrator and is no longer open for commenting. Otrs service desk is the software, opensource, leading help desk and it service management itsm. Otrs runs with a huge lists of browsers, please upgrade to one of these. Otrs, mantisbt, request tracker, osticket, bugzilla, brimir, phd help desk. Otrs help desk software better faster service delivery. Otrs 8 ist eine service management software direkt vom hersteller. Otrs business aviation software offers a range of features that support your company in planning and conducting both domestic and foreign business flights without incident. To try otrs 7 or request a demo of the most current version, visit.
In this tutorial, you will install otrs community edition on an ubuntu 18. Popular features include business process automation, inventory management and customer service tools. Support for otrs community most flexible ticketing. Otrs comprises the otrs help desk software otrs help desk and the otrs it service management software otrs itsm.
Strukturierter customer service mit unserer software otrs. Otrs is one of the most widely used solution desk systems, and it can be seamlessly integrated with existing applications such as sap, salesforce or hp service center. From a management perspective its a great tool as well, and has a very flexible tool to keep you informed of who is doing what and when. Otrs is videobased time study software designed to help you achieve labor and cost reductions within your operations. In 2001, otrs was created as an open source help desk ticketing software. Otrs help desk otrs help desk software provides the tools needed to deliver superior service to your customers. The free platform was wellaccepted by the opensource community and flourished as companies adapted otrs to their needs.
Efficient, easytoplan and crossdepartmental help desk software offers the organization and structure. Jun 28, 2019 otrs, also known as the open source ticket request system, is a help desk and it service management system. Service desk has been a great way for us as a team to surface a lot of articles and documentation internally to the rest of our corporation. This is the home of the help desk documentation space. The system is designed to manage incoming inquiries, complaints, support requests, defect reports, and other communications. Free tools for itsm supporting it service management for zero tool cost. Dec 04, 20 otrs is a service management solution that comprises ticketing, cmdb, process automation, selfservice tools and more. Helpdesk systems are mainly used in organizations with big number of users compared to the number of supporters. Otrs community edition is one of the most flexible webbased ticketing. Otrs help desk otrs is a web application that is installed on a web server and can be used with a web browser. Otrs community edition provides ready to use features for help desk organization and management and it service management. It is worth every penny, and makes the developers jobs easier.
Otrs is a customizable support desk software that manages workflows and structures communication so there are no limits to what service teams can achieve. It is used by thousands of organizations around the world, allowing transparency and collaboration between support teams and customers. Structure customer service with otrs software otrs. We work really hard to offer one of the most flexible help desk systems on the market, so im happy to see that reflects on your experience with our software. Customer support has never been easier with otrs help desk software.
Otrs community edition is one of the most flexible webbased ticketing systems used for customer service, help desk, it service management. Otrs is the leading opensource service innovation suite and includes help desk, an itilcompatible it service management itsm solution, an iphone app and an underlying technology platform. All products mentioned in this manual may be trade marks of the respective manufacturer. With otrs process and communication templates, call masks, assignments, consistent documentation and ticket history. Please note that otrs community edition offers limited otrs functionality. Helpspot, teamwork desk, mojo helpdesk, solarwinds helpdesk, c desk, helpdeskz, faveo are some of the top free help desk software top help desk software open source. Otrs opensource ticket request system is a free and opensource trouble ticket system software package that a company, organization, or other entity can use to assign tickets to incoming queries and track further communications about them. It provides web interface to administer and manage the tickets. Easy to integrate with already existing applications. You can browse the documentation by clicking into the items below. Reporting with the otrs service management solutions.
This software runs with a huge lists of browsers, please upgrade to one of these. It is a powerful solution that is portable with any operating system. This functionality still exists in otrs 7, but the interface has changed over time. The software leverages japanese industrial engineering and lean manufacturing principles to help your company achieve worldclass performance. Otrs offers training via documentation, webinars, live online, and in person sessions. Otrs community help wiki official ubuntu documentation. Jira service desk vs otrs 2020 feature and pricing. Review of 41 free, open source and top help desk software including top free help desk software.
They simplify communication and documentation, while ensuring that essential details are relayed every. This is a software that our companies uses every single day, sometimes multiple times. Any form of support requests are managed through queues. Budget option, links in with existing jira products. Work with our experts to tailor helpdesk solutions to your specific organizational needs. Ein ticketsystem gestaltet nach ihren wunschen otrs. The generic interface and the xslt mapping module of otrs, control and storm allow both the integration of existing systems and also individual customization of the respective application interfaces. It help desk software for small to midsized businesses otrs. Are customer inquiries often lost by the help desk. Otrs promotion videoswork analysis and business optimization. The free platform was wellaccepted by the opensource community and.
Otrs, mantisbt, request tracker, osticket, bugzilla, brimir, phd help desk, liberum, glpi, simpledesk, sinergia. Official site of otrs, a leading service management suite. Jira service desk vs otrs 2020 feature and pricing comparison. Ticket request system, available with support for otrs, allows efficient communication both inside and outside the organization with customers or employees. Otrs is an help desk, customer service and itsm software that easily digitizes and automates communication and business processes.
Easily adjusting the system to your needs is one of the core benefits of otrs and it will be even simpler with the new admin gui of otrs 6. Choose among a rich selection of premium and free features to delight your customers with great customer experience. This page is the introduction videos of the function and way to use of otrs. You can link tickets, make internal notes, make faqs, paste images into text fields, send emails, etc. Otrs help desk is an open source system to system for managing customer service operations. Otrs community edition is a leading open source ticketing system that provides enterprise class ticket management system at much lower costs compared to proprietary ticketing system software.
The help desk database administrator will take care of the utility and will control the efficiency of the method trying to improve it as much as possible. The generic interface and the xslt mapping module of otrs, control and storm allow both the integration of existing systems and also individual customization of the respective application. How to set up a help desk system with otrs on ubuntu 18. Otrs is help desk software, and includes features such as alerts escalation, automated routing, community forums, incident management, knowledge base, known issue management, live chat, multiple brands products. Ive been using otrs for quite a few years now, and its an excellent piece of software that makes my life as a sysadminsupport desk guy easier. Otrs is a free open source ticket system that helps to optimize your service management.
You can help translating the manuals to your language at translate 20012020 otrs group. Ease of use, setting up basic web accessible help desk and knowledge base. You may copy it in whole or in part as long as the copies retain this statement. Otrs understands itil, end users and it pros, and the software supports that. Service desk solutions the fully customizable help desk solution for your business. The customizable otrs ticket system enables efficient work, accurate kpi tracking, and simple thirdparty integration. With a fast implementation and easy customization to your needs it helps you reducing costs and increasing the efficiency and transparency of your business communication. Otrs is a germany software company that was founded in 2003, and offers a software title called otrs. The answer is readytouse, so you can quickly start using its support solutions right after downloading and installation. You can find a list of features in the online documentation. Otrs help desk provides selfservice functionality as well as custom branding to create a personalized user experience.