Description: Support for your IT department with automated, ITIL4-compliant processes for incident and request management, asset management. Ready-to-use
Optimized request management Easily accessible, predefined, typical IT processes make it easier for customers to make inquiries, and the service employee immediately receives all the information they need. This eliminates time-consuming queries and reduces the error rate. The integrated CMDB provides important support, as it contains data on hardware, software and contracts, making it easier for internal customers and agents to grasp the important details.
Shorter response times With response templates integrated in OTRS , agents can react much faster and inform customers about the status of a request. A variety of predefined scenarios are available for this purpose. The agent can easily select a response option and customize it again or even add attachments without taking much time.
Better resource planning Busy service hotlines or endless waiting loops usually lead to great frustration. With the help of resource planning in the OTRS calendar, agent availability can be recorded and customers can choose when they want to be called back. This allows the agent to plan his time better, and the service experience for the customer improves significantly.