OTRS 2.1 review

by rbytes.net on

OTRS (Open Ticket Request System) is an open source Ticket Request System and email management system with many features to manage cu

License: GPL (GNU General Public License)
File size: 12672K
Developer: OTRS Team
0 stars award from rbytes.net

OTRS (Open Ticket Request System) is an open source Ticket Request System and email management system with many features to manage customer telephone calls and email.

The system is built to allow your support, sales, pre-sales, billing, internal IT, helpdesk, etc. department to react quickly to inbound inquiries. It is useful for people who receive many emails and want to answer them with a team of agents.

OTRS project has been tested on Linux, Solaris, AIX, FreeBSD, OpenBSD, Mac OS 10.x, and Windows.

Here are some key features of "OTRS":
Agent web interface for viewing and working on all customer requests
Admin web interface for changing system things
Customer web interface for viewing and sending infos to the agents
Webinterface with themes support
Webinterface with Single sign on (e. g. HTTPBasicAuth or LogonTickets)
Multi language support (Brazilian Portuguese, Bulgarian, Czech, Dutch, English, Finnish, French, German, Italian, Polish, Portuguese, Russian and Spanish)
customize the output templates (dtl) release independently
Webinterface with multi attachment support
easy and logical to use
MIME support (attachments)
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
follow up check based on references and in-reply-to header
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
Ticket pending feature
Ticket bulk feature
Generic agent to do automatically actions on tickets (based on scheduled jobs)
content fulltext search
ASP (activ service providing) support
Customer Source can be used from a SQL databases or LDAP (e. g. eDirectory, AD, OpenLDAP)
TicketHook free setable like 'Call#', 'MyTicket#', 'Request#' or 'Ticket#'
Ticket number format free setable
central database, support of different SQL databases (e. g. MySQL, PostgeSQL, SAPDB, Oracle, ...)
a stats framework
utf-8 support for frontend and backend
agent authentication against database, ldap, httpauth or radius
customer authentication against database, ldap, httpauth or radius
creation and configuration of user accounts, and groups
creation of standard responses
creation of sub queue
signature configuration per queue
salutation configuration per queue
email-notification of administrators
email-notification sent to problem reporter (by create, locked, deleted, moved and closed)
submitting update-info (via email or webinterface)
deadlines for trouble tickets
global TimeZone feature
different levels of permissions/access-rights
easy to develope you own addon's (OTRS API)
easy to write different frontends (e. g. X11, console, ...)
a fast and usefull application

What's New in This Release:
New features in this release include stable support for Microsoft SQL Server, a multi-calendar and time zone feature, a new statistics framework, optimized synchronization of authorizations from LDAP directory services, PDF output support, a new knowledge database/FAQ module, tracking features for sub-orders, and personal watchlists.
Performance gains of an average of 10% were achieved.

OTRS 2.1 keywords