OTRS stands for "Open-source Ticket Request System." It is a web-based help desk and customer service software solution that allows businesses and organizations to efficiently manage and respond to various types of customer inquiries and support requests.
OTRS is an open-source platform, meaning that its source code is freely available to anyone, enabling users to customize and modify the software to suit their specific needs and requirements. It is written in Perl and utilizes a MySQL or PostgreSQL database for data storage.
As a ticketing system, OTRS facilitates the creation, tracking, and management of customer tickets or requests. It provides a centralized platform for customer communication and helps streamline customer support processes. Users can easily create, assign, and prioritize tickets based on their urgency and importance. OTRS also supports automatic ticket routing, ensuring that each request is forwarded to the appropriate department or agent for efficient handling and resolution.
The software offers a user-friendly interface that allows agents to view, search, and update tickets, as well as communicate with customers through various channels such as email, phone call records, or live chats. It also provides features like customizable templates, knowledge base, and reporting tools, enabling businesses to track performance metrics, resolve issues promptly, and enhance customer satisfaction.
Overall, OTRS is a powerful ticketing system that helps businesses streamline their customer support operations, improve response times, and enhance customer service quality.
