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.
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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: [ read full changelog ]
· A page navigation bar was added to ticket overviews in the dashboard.
· Some minor issues with the WYSIWYG editor have been fixed.
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