Help Desk System - All Tickets and Processes in One Place

There’s a process for that

Optimize the work of your Customer Service, IT, HR and Accounting departments. Use ready-made processes in the ((OTRS)) Community Edition ticket system.

We will help you develop every business process and enable you to maintain it with ease using the ticket system. Our team of programmers will adapt the ((OTRS)) Community Edition system even to the most unique business needs.

Key benefits

1. Automated customer service

Ensure 100% efficiency in ticket handling. No ticket will ever be left unanswered, thanks to automatic owner assignments, notifications and a knowledge base available to customers and consultants alike.

…will able to handle tickets much faster and with fewer errors thanks to a well-established customer service process, clearly defined objectives and priorities, as well as a database of response templates and frequently asked questions.
They will also have a complete set of information about the customers and their previous ticket history, including data about contracts, transactions and customer devices from the e-commerce/CRM system.

…will no longer need to waste time searching for documents and endlessly answering the same questions. They will always receive a reply, as well as up-to-date information about the status of their ticket. In addition, they will be able to solve some of their issues on their own with the help of the knowledge base with answers to frequently asked questions.

2. All tickets in one place

A complete overview of all tickets, available via web browser on any device. ((OTRS)) Community Edition collects tickets from clients and employees (internal clients), as well as automatic notifications (including those from monitoring, warehouse and CRM).

…handles requests from many different channels, including e-mail, telephone, Internet forms, social media, chat, as well as other systems and devices. All of them will be available in a unified view and easily accessible via web browser.

…will continue to contact the help desk using their preferred way, e.g. via phone or website chat. They aren’t required to use the ((OTRS)) Community Edition system interface.

3. Performance monitoring

Make better business decisions based on reliable statistics. Plan your support department’s work more effectively, create customer profiles and improve service quality. Set goals for your teams and verify their achievements. ((OTRS)) Community Edition allows you to easily generate any report and download it in an Excel, PDF or CSV file.

…can monitor tickets in real-time. They collect data for further processing and analysis.

…can help you improve service quality, making every contact with your help desk a pleasant experience.

Integrations with other systems and devices

The ((OTRS)) Community Edition system is renowned for its openness and interconnectability with other software. We will ensure that all your company processes are reflected in the ((OTRS)) Community Edition system.

CTI. Computer-Telephony Integration. Integrate your ((OTRS)) Community Edition with the telephone system and handle any incoming calls with ease. Take advantage of advanced features such as automatic caller identification, call logging and Interactive Voice Response (IVR).
Integration with ERP and other ticket systems. Migrate tickets from your existing systems, such as SAP, Jira, HP Service Manager, Baramundi or BMC to ((OTRS)) Community Edition.
Integration via web services (SOAP/REST). Exchange data with warehouse, accounting, CRM/e-commerce and project management systems. Display useful information in relevant tickets directly in ((OTRS)) Community Edition.
Integrated monitoring to minimize the risk of failure. ((OTRS)) Community Edition will automatically open a new ticket when monitoring systems like Zabbix, Nagios, Icinga or Nessus detect any irregularity.
Integration with LDAP/Active Directory. Manage access and system user permissions flexibly. Keep contact data and detailed information (e.g. about company positions, holidays or replacements) close at hand.

Extensibility with new features

((OTRS)) Community Edition is an open-source solution, which means that extensions and new features can be developed by any company using the system and not just the vendor. We will help you expand your Help Desk system using free add-ons, such as:

Kanban Board. A clear view of current tickets and ticket management by drag&drop.
Knowledge base. Provides answers to frequently asked questions. An extensive knowledge base module for consultants and a self-help tool for customers.
Work time monitoring. Enables better performance monitoring and team work planning.
Extensive statistics and reports. Easy to generate and download in PDF, CSV and Excel formats.
Satisfaction surveys. Helpful in improving the customer service quality.

If none of the existing add-ons meets the specific requirements of your business, we will develop a custom extension from scratch.

Learn more about the Help Desk system

Leave us your e‑mail address and we will send you more information about how implementing the ((OTRS)) Community Edition ticket system can benefit your company. Your e‑mail address will not be used for any other purpose.

Comprehensive support for ((OTRS)) Community Edition

Before implementation

1. We carry out a documented audit. We learn about the needs of your business, help in modeling/mapping the business processes in the system and assist in the selection of technical solutions.

2. We prepare implementation environments for development, testing, and production. We select system software and hardware configuration that meet your business needs. We provide access to a dedicated test system, which will be used to demonstrate the progress of the implementation for you and your team to try out.

During the implementation process

3. We integrate ((OTRS)) Community Editionwith other systems, databases and devices used at your company.

4. We migrate all existing tickets from e-mail accounts, databases, spreadsheets, and Help Desk systems previously used by your team.

5. We deploy the system on your server infrastructure, our servers or in the cloud server.

6. We carry out functional, performance, and security tests.

After implementation

7. We provide detailed documentation that can be used as a user’s manual for both system administrators as well as non-technical employees.

8. We conduct training for future system users – agents, administrators and end-users. Either on-site or online.

9. We take care of long-term system and server maintenance, automatic system monitoring, updates, regular backups, as well as development of new features.