What is OTRS?

OTRS is an open source software system for managing a wide range of business processes, from Help Desk to Support Center to IT Service Management. Based on a set of functions built on a "trouble ticket," OTRS is built to allow support, sales, pre-sales, billing, internal IT, support desk and many other departments to react quickly and responsibly to inbound inquires. Do you receive many e-mails and want to answer them with a team of agents? You're going to love OTRS!

It is distributed under the GNU Affero General Public License (AGPL) and tested on Linux, Solaris, AIX, FreeBSD, OpenBSD, Mac OS 10.x and Windows.

OTRS Community Board The goal of the establishment of a community board is the evolution of the current community to an active, independent and self-governing community. The OCB will be regularly elected by the OTRS community members. [read more]

People about OTRS

We are currently using OTRS for the Bruin OnLine Helpdesk at UCLA. As an ISP for the University, we recieve troubleshooting questions from our users about dial-up, email, proxy etc via phones and email. We recieve about 600 emails on a slow week to 1000+ on a heavy week, half of which are spam/viruses.

We find OTRS very helpful in our work. OTRS has allowed us to easily filter out messages to different queues. Some users forget to include the original problem, but OTRS keep track of the Help Desk cases from the begining. With so many options available on OTRS, we were able to configure OTRS to fit our needs perfectly, allowing us to work more efficiently.

Since we first used OTRS in the summer of 2002, we were able to easily communicate to the OTRS developers on the things we liked, and the things that we would like to have in OTRS. To this day, you guys have implemented everything we suggested. We can't begin to express our appreciation for your responsiveness.

We reccomend OTRS for any Help Desk whether it be in a University or a Corporation.

--Diane Shieh, Bruin OnLine UCLA
--Eddie Urenda, Supervisor Bruin OnLine UCLA

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