OTRS, an open source trouble ticket system has many features for easily managing customer support email and telephone calls requests in a multi-agent interface.
The Open Source Trouble Ticket system is built to allow your support, sales, pre-sales, billing, internal IT, helpdesk, etc. department to react quickly to inbound inquiries. It is a means of managing incoming inquiries, complaints, support requests, defect reports, and other communications. It relieves service agents of routine activities and provides a transparent view of the current status of a customer’s request at any time.
Meanwhile, Open source trouble ticket system able to auto-convert e-mails into tickets (e-mail piping) which “eliminates the need of using the web interface” for customers.
Open Ticket Request System (OTRS) manage the inquiries through web which can be used with every HTML-compatible web browser to. The web interface of OTRS does not use active web content like Flash or Java applets to ensure that the system is usable with mobile phones or other mobile computers.
Beside that, Open source trouble ticket system also used by large organizations like Opera, MySQL AB, BitDefender, Suse and others.
Open Source Trouble Ticket Features are:
- Transfer of tickets between agents
- Auto-calculation of hours worked on a ticket
- Powerful reporting
- Canned responses
- Multilanguage support
- Themable web interface
- Role-based user management
Open Source trouble ticket system (OTRS) is built with Perl & can work with different databases such as MySQL, PostgeSQL, Oracle, DB2 and MSSQL. Plus more, it has one-click installers for multiple operating systems (including Windows).