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).

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