What is OTRS?

OTRS is an Open source Ticket Request System (also well known as trouble ticket system) with many features to manage customer telephone calls and e-mails. The system is built to allow your support, sales, pre-sales, billing, internal IT, helpdesk, etc. department to react quickly to inbound inquiries. Do you receive many e-mails and want to answer them with a team of agents? You're going to love the OTRS!

It is distributed under the GNU Affero General Public License (AGPL) and tested on Linux, Solaris, AIX, FreeBSD, OpenBSD, Mac OS 10.x and Windows.

The ((otrs)) company provides commercial services (e.g. support, consulting, training, prebuilt-systems, etc.) for the OTRS (English and German).

Try our demo system to get an impression of this kind of magic.

People about OTRS

We are currently using OTRS for the Bruin OnLine Helpdesk at UCLA. As an ISP for the University, we recieve troubleshooting questions from our users about dial-up, email, proxy etc via phones and email. We recieve about 600 emails on a slow week to 1000+ on a heavy week, half of which are spam/viruses.

We find OTRS very helpful in our work. OTRS has allowed us to easily filter out messages to different queues. Some users forget to include the original problem, but OTRS keep track of the Help Desk cases from the begining. With so many options available on OTRS, we were able to configure OTRS to fit our needs perfectly, allowing us to work more efficiently.

Since we first used OTRS in the summer of 2002, we were able to easily communicate to the OTRS developers on the things we liked, and the things that we would like to have in OTRS. To this day, you guys have implemented everything we suggested. We can't begin to express our appreciation for your responsiveness.

We reccomend OTRS for any Help Desk whether it be in a University or a Corporation.

--Diane Shieh, Bruin OnLine UCLA
--Eddie Urenda, Supervisor Bruin OnLine UCLA

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