Open Source Trouble Ticket System: OTRS

OTRS is an open source trouble ticket system for easily managing support requests in a multi-agent interface.

The application can auto-convert e-mails into tickets (e-mail piping) which "eliminates the need of using the web interface" for customers.

OTRS Support Ticket System

OTRS is used by large organizations like Opera, MySQL AB, BitDefender, Suse & has very nice features like:

  • transfer of tickets between agents
  • auto-calculation of hours worked on a ticket
  • powerful reporting
  • canned responses
  • multilanguage support
  • themable web interface
  • role-based user management
  • & much more..

OTRS is built with Perl & can work with different databases (e. g. MySQL, PostgeSQL, Oracle, DB2 and MSSQL).

It has one-click installers for multiple operating systems (including Windows).

  1. Reply Manuel February 25, 2010 at 5:28 AM

    In my opinion, RT is better thn OTRS, but it’s a solution…

  2. Reply Jevgenijus March 2, 2010 at 5:04 PM

    OTRS is more flexible and powerful, I’m using it almost 3 years, so believe me – this one from `must have` category:)

  3. Reply mindy May 11, 2010 at 8:24 AM

    Its a nice theme and I have used it for my websiteGood luck my friend.

Leave a reply