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OTRS

Enhance customer satisfaction levels with OTRS

(93 Ratings) Write Review

What is OTRS and how does it work? OTRS is a comprehensive service management software that helps businesses improve their customer service quality in an efficient manner. With this software, users can quickly channelise and prioritise the received requests from individual customers and get those fulfilled within time. The software also lets customers get a clear overview of how long it will take for companies to resolve their problems by checking on ticket wise statuses. OTRS lets companies’ employees and teams balance their workload and deliver high-quality service on time. It comes with customised templates that can be used to deliver accurate answers in real-time. In addition, the software can also be used to improve self-service support by adding complete and up-to-date FAQs as well as chat functions within integrated video guides. Automated reports generated by the software helps businesses to get a clear overview of monitoring the request processing time and enhance their service quality levels accordingly. Moreover, OTRS also helps to reduce service delivery errors by making sure that the agents have included all the important information within the solution email.

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OTRS Awards

OTRS Features Show All Features

Help Desk Features

Incident ManagementIncident management is the process that focuses solely on handling and escalating incidents as they occur to restore defined service levels. Incident management does not deal with root cause analysis or problem resolution.
Social Media IntegrationSocial media integration is a marketing technique that allows you to use social media platforms to supplement your current branding and marketing strategies. By providing ways for your customers to connect or exchange information about your website and social media on different social networks, social media integration helps foster brand recognition and enhances the reach of your marketing campaigns.
Multi-Channel CommunicationMulti-channel communication simply means communicating with customers via multiple channels such as print, SMS, e-mail, web portals, and mobile applications. From an internal management perspective, multi-channel communication involves sending out material and information via multiple channels.
Macros (Templated Responses)You can use macros to avoid performing repetitive actions. For example, macros enable you to create templates with attachments so that you don't have to remember to include a specific file every time you write a specific type of message. You should add information to the message body and fill in the Bcc, Cc, and Subject email fields.
Customizable BrandingBrands allow consumers to personalize both packaging and product. By allowing buyers to customize flavor, food form and even the actual packing design of products, brands are putting more power than ever before into the hands of the consumer, ultimately trusting them to create a meaningful experience.
Ticket ManagementThe method of handling issues and requests is known as ticket management. Tickets are basic data entities that are used to monitor anything that must be done. Ticket management is a very useful business method that is integrated into most communication software.
Surveys & FeedbackSurveys and feedback are a type of research methodologies that involve gathering data from a predetermined group of people in order to obtain information and insights into a variety of topics. They can serve a variety of purposes depending on the methods used.
Known Issue ManagementKnown issue management is the process of resolving known issues within the project. Problems with employees or vendors, technological glitches, and supply shortages can all wreak havoc on your project. If the problem isn't fixed, you risk causing needless friction, delays, or even failure to meet the deadline.
Knowledge BaseA knowledge base is an online library of information about a product, service, agency, or subject that can be accessed at any time. Answers to commonly asked questions, how-to guides, and troubleshooting instructions are usually included in this published set of documentation. Its goal is to make it simple for people to solve problems without having to ask for assistance.
Contract (SLA Management)Contract management (or SLA management) software is a digital tool (or collection of tools) that aids in the creation, storage, and retrieval of legal agreements and data. Contract management improves the efficiency of the whole contracting process. As a result, contract delivery times are faster and more reliable, and clients are happier.
Automated RoutingAutomated routing guides customers to appropriate resources based on their current needs. Since customers expect prompt and efficient service when they call, getting the right resource to them at the right time is critical to achieving business goals.
Alerts (Escalation)Escalation alerts allow users to build notification rules for both primary and custom entities. Escalation rules may include a few requirements that cause alerts via email or on-screen messages. Escalation rules are typically more complex than notifications, and they can be used inside or outside of a workflow. In general, escalation rules are used to generate notifications of more than five conditions or a complex trigger SQL clause. If one or more of the conditions are met, or the clause is activated, a message is displayed on screen or sent via email, values are changed, or SQL is run.
Self Service PortalA self-service portal is a website that offers information and resources to help users find answers and resolve their issues. The job of any self-service portal is to help users address common needs efficiently and without outside help.
Live ChatLive chat is a medium that allows the employees to interact with website visitors or with each other in real-time. It can be either text, voice, or video-based chat that team members can use to get in touch with each other to discuss or resolve any ongoing issues.
Document StorageThe act of storing a document, usually a digital document, in a document management system (DMS) is known as document storage. We now use electronic storage instead of filing cabinets. It conserves both space and time. When a document is saved, it is often tagged with a collection of metadata to identify it as belonging to a certain category or classification. Then it's saved as a digital file.
Community ForumsA community forum is an online platform provided by a company or a brand where members, consumers, and fans can come together to ask questions, receive peer-to-peer support, discuss brand preferences, and form social connections.

OTRS Technical details

Support	24/7 (Live rep) Business Hours Online	Customer Type	Large Enterprises Medium Business Small Business
API		Location / Phone Number	Oberursel, Germany / +49 6172 681988-0
Deployment	SaaS/Web/Cloud Mobile - Android Mobile - iOS Installed - Windows	Official Website	https://otrs.com/otrs-solutions/customer-service/
Deployment		Category	Help Desk Software

OTRS Pricing

Pricing ModelQuotation Based

Silver

Custom

Features

10 Concurrent Agents
9:00 AM - 5:00 PM Weekday Support
Certified data centers
Storage: 50 GB
3 Feature Add-ons
Recovery time 8 hours

Gold

Custom

Features

50 Concurrent Agents
8:00 AM - 8:00 PM Weekday Support
Certified data centers
Storage: 400 GB
7 Feature Add-ons
Recovery time 6 hours

Titanium

Custom

Features

100 Concurrent Agents
24/7/365 Support
Certified data centers
Storage: 1000 GB
10 Feature Add-ons
Recovery time 4 hours

Platinum

Custom

Features

200 Concurrent Agents
24/7/365 Support
Certified data centers
Storage: 2000 GB
Unlimited Feature Add-ons
Recovery time 2 hours

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Disclaimer: The pricing details were last updated on 15/02/2023 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about OTRS pricing.

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