Friday, 29 July 2016

OTRS Support in India

OTRS Consultancy

Manage your IT Service Desk operations with ITIL V3 compliant Open Source application - OTRS

OTRS is an ITIL V3 compliant open-source trouble ticket system which is used to create and assign tickets to incoming queries and track further communications about them. It has robust capabilities of managing tickets, complaints, support requests, defect reports, and other communications effectively. It is an enterprise ready solution with powerful customization and integration capabilities
It provides a single point of contact for customers and employees to open trouble tickets and service requests. It allows enterprises to provide high quality service at a low operational cost . The flexibility and ability to adapt which OTRS provides allows you to create a personalized and efficient solution that differentiates you from the competition.
Being an Open Source application, It can be easily customized according to the business requirements and can be seamlessly integrated with any third party application due to its highly modular structure. With all these features, OTRS has become the most reliable, cost-effective, and flexible help desk solution for enterprises.

Our OTRS Services:

  • Installation, setup and Implementation
  • Development and Consulting Services
  • Migration to latest stable version
  • Managed Support Services
  • Performance Optimization
  • Technical staff augmentation
  • Addons Development and Integration with 3rd party applications
OTRS Benefits:

  • 100% Open Source application with a strong community support
  • Improved customer satisfaction
  • Enhanced quality of service
  • Provides IT infrastructure transparency
  • Web-based and platform-independent
  • Supports regulatory compliance and best practice
  • Reduced IT service cost and request volumes via self-service methods rather than onsite support
  • Easy consolidation of the requests from multiple sources by the agents.
  • Streamlined, cost-effective, and resourceful resolution processes.
  • Smooth information flow in the whole process since all the customers data are stored in one central, easily accessible location.
  • Reduced call resolution time and avoidance of recurring issues
  • Automated scrutiny of service quality
OTRS Core Features

  • Ticket Management – create, assign, track and resolve customer queries with ease, transparency and collaboration.
  • Knowledge Management – Create and manage how-to documents, release notes, resolutions which helps your service team in serving your customers better.
  • Self-Service Portal – Provide customers 24/7 access to the Self-Service Portal allowing them to create requests, track progress, access the knowledge base and close tickets once they are resolved
  • Service Catalog Management – Manage a structured service catalog and assign automatic SLA tracking
  • Time Accounting – Track the time your service desk agents spent to resolve customer requests which helps to have an effective resource management.
  • Reporting – A robust report engine which is Integrated with OTRS to provide KPI metrics on key statistics.
  • Surveys – Automatically send predefined surveys to your customers whenever a request is resolved by service desk agents.
  • Process Management – Create and manage your business processes with built in workflow engine.
  • OTRS iPhone App – Allows your customers to create tickets on the go and provides flexibility and convenience to your service desk agents to attend the tickets from virtually anywhere
  • Incident Management – Process service incidents efficiently with OTRS Incident Management features and minimize the impact of IT incidents and provide customers detailed information on incident resolution.
  • Problem Management – Process root cause analysis, business impact analysis and problem resolution with ITIL compatible features.
  • Change Management – Create, approve, track and manage change requests and ensure all IT infrastructure changes are handled in compliance with existing Service Level Agreements (SLAs)


Please Contact Us : -  040-65544477/49510533
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