In this day and age every organization, company, and institution must facilitate the way support for customers, consumers, and even the internal community of employees is handled. Trouble Ticket Systems are designed for this purpose. There are lots of commercial suites, but today we are going to present and give a brief overview of the most popular open source issue tracking system software, called the OTRS or ((otrs)).
The Open source Ticket Request System, abbreviated OTRS and sometimes written as ((otrs)), is a free incident ticket system that offers extensive features and has set the industry standard in the world of ticketing systems. Its foundations are based on both e-mail and telephone support. The system was designed to assist lots of support departments to respond as quickly as possible to inbound inquiries.
The worldwide usage of OTRS is really astonishing. At the time of writing, they have more than 55,000 installations in 26 languages, over 4,200 subscribers for their mailing lists, and over 4,000 experts working for OTRS, all working towards the same goal.
World-class companies such as Intel, Nokia, Siemens, Lufthansa, Boeing, NASA Ames Research Center, Sun, Opera, Fujitsu Microelectronics America, the American Stock Exchange, General Electric, Amnesty International—just to name a “few”—are all happy users (or customers) of OTRS products.
All in all, if your company, organization, corporation, or institution is currently looking for a solution to improve the “service desk” of departments, you have made the right decision to read this article. Glancing again at the list of companies above, chances are OTRS should more than suffice for your needs. But this article should answer most of your dilemmas. These being said, let’s begin.
