OTRS Features

Platform (5)

Customization: Allows users to customize chat colors, text, logos, and branding.
User, Role, and Access Management: Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
Integration: Integrates with other customer service software to improve support and enhance functionality
Reporting: Based on 21 OTRS reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress
Dashboards: Based on 23 OTRS reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance

Ticket Creation User Experience: Based on 27 OTRS reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket
Ticket Response User Experience: Based on 27 OTRS reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response
Workflow: Based on 25 OTRS reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions
SLA Management: Based on 23 OTRS reviews and verified by the G2 Product R&D team. Offers tools for managing and tracking service-level agreements (SLAs)
Attachments/Screencasts: Documents and files can be attached to the ticket to communicate with customer issues/resolutions This feature was mentioned in 25 OTRS reviews.
Ticket Collaboration: Based on 27 OTRS reviews and verified by the G2 Product R&D team. Share and collaborate on tickets with multiple customer service representatives
Customer/Contact Database: Based on 18 OTRS reviews and verified by the G2 Product R&D team. Central repository for account and contact information

Customer Portal: Based on 19 OTRS reviews and verified by the G2 Product R&D team. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents
Email to Case: Based on 22 OTRS reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket
Live Chat Support: Based on 16 OTRS reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate with customers via live chat to solve problems live
Voice: Based on 15 OTRS reviews and verified by the G2 Product R&D team. Make and receive calls directly in the application. Track and record calls for analysis.

Change Management: Based on 21 OTRS reviews and verified by the G2 Product R&D team. Tools to track and implement required IT changes in a system.
Asset Management: Based on 19 OTRS reviews and verified by the G2 Product R&D team. Tools to organize and manage all IT assets within an organization.
Reports & Analytics: Based on 20 OTRS reviews and verified by the G2 Product R&D team. A means to view and analyze a large amount of data in order to gain business insights.

Help Desk: Based on 20 OTRS reviews and verified by the G2 Product R&D team. A place for users to submit tickets when they require IT help.
Incident Reports: Based on 21 OTRS reviews and verified by the G2 Product R&D team. Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur.
Process Workflow: Based on 20 OTRS reviews and verified by the G2 Product R&D team. The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met.

Ticketing System: Based on 14 OTRS reviews and verified by the G2 Product R&D team. Provides a service desk for users to submit tickets for IT-related issues.
Performance Logging: Based on 14 OTRS reviews. Tracks action-by-action asset performance with machine- or human-readable logs.
Alerting: Based on 14 OTRS reviews and verified by the G2 Product R&D team. Creates alerts when tracked assets encounter errors or performance issues.
Automation: Based on 11 OTRS reviews and verified by the G2 Product R&D team. Automates repetitive tasks associated with IT service operations and maintenance.

Reporting: Based on 13 OTRS reviews and verified by the G2 Product R&D team. Provides graphics, dashboards, and general reporting around IT service, assets, and incidents.
Administration Console: Based on 13 OTRS reviews and verified by the G2 Product R&D team. Provides administrative tools for routine maintenance, upkeep, and tracking.
Access Management: Based on 12 OTRS reviews and verified by the G2 Product R&D team. Gives administrators control over user privileges and accessibility for IT assets.
Asset Management: Based on 12 OTRS reviews and verified by the G2 Product R&D team. Gives administrators control over hardware and software resource allocation and tracking.
Policy Dictation: Controls policies and configurations across business applications and hardware. This feature was mentioned in 10 OTRS reviews.

Autonomous Task Execution: Capability to perform complex tasks without constant human input
Multi-step Planning: Ability to break down and plan multi-step processes
Cross-system Integration: Works across multiple software systems or databases
Adaptive Learning: Improves performance based on feedback and experience
Natural Language Interaction: Engages in human-like conversation for task delegation
Proactive Assistance: Anticipates needs and offers suggestions without prompting
Decision Making: Makes informed choices based on available data and objectives