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  • ( (Otrs) ) : Open Ticket Request System

    Загружено:

    Gustavo Moriel
    152 просмотров9 страниц
    Open Ticket Request System (OTRS) is an open source ticket Management System. OTRS aims to improve employee satisfaction and customer satisfaction. The system is 100% open source - flexibility allows reaction to changes.

    Исходное описание:

    Оригинальное название

    Otrs Workshop

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    © Attribution Non-Commercial (BY-NC)

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    Open Ticket Request System (OTRS) is an open source ticket Management System. OTRS aims to improve employee satisfaction and customer satisfaction. The system is 100% open source - flexibility allows reaction to changes.

    Авторское право:

    Attribution Non-Commercial (BY-NC)
    Скачайте в формате PPT, PDF, TXT или читайте онлайн в Scribd
    Отметить как неприемлемый контент
    152 просмотров9 страниц

    ( (Otrs) ) : Open Ticket Request System

    Загружено:

    Gustavo Moriel
    Open Ticket Request System (OTRS) is an open source ticket Management System. OTRS aims to improve employee satisfaction and customer satisfaction. The system is 100% open source - flexibility allows reaction to changes.

    Авторское право:

    Attribution Non-Commercial (BY-NC)
    Скачайте в формате PPT, PDF, TXT или читайте онлайн в Scribd
    Отметить как неприемлемый контент
    из 9

    Workshop OTRS

    AGENDA

    (( otrs ))
    Open Ticket Request System
    1. Service Portal Overview
    2. Benefits 3. OTRS Key Features 4. Customer Agent Admin 5. User Agent Group Role Concept 6. Queues 7. Tickets

    8. Summary
    06.04.2012 Richard Stl Ektoplasma GmbH

    Workshop OTRS

    Service Portal Overview

    ((otrs))
    Ticket -System

    Content Management System

    Web-Shop-System
    06.04.2012 Richard Stl Ektoplasma GmbH

    Workshop OTRS

    BENIFITS

    Higher employee satisfaction thanks to reduced workload with routine tasks

    Higher customer satisfaction thanks to higher service quality regarding status and processing state of their requests
    Reduced resolution times due to cross-process communication control and an integrated knowledge database Reduced response times thanks to intelligent process control and SLA-based escalation mechanisms 100% open source - flexibility allows reaction to changes

    06.04.2012

    Richard Stl Ektoplasma GmbH

    Workshop OTRS

    KEY FEATURES

    Integrated service catalogue & service level agreements Enhanced classification of service and support requests Optimization of internal customer data administration Enhanced PostMaster administration Integration of multiple working time calendars Enhanced Statistic framework implemented Pdf format output Knowledge Database implemented Process tracking with personal watch lists Optimized follow-up mechanism
    06.04.2012 Richard Stl Ektoplasma GmbH

    Workshop OTRS

    User Agent Admin

    Administrators
    Customers ((otrs)) Agents

    Statistic Users
    06.04.2012 Richard Stl Ektoplasma GmbH

    Workshop OTRS

    User Group Role Concept


    Manage Complex Structure

    Single Customer

    Single Agent

    Access assigned Tickets

    Member of 1 to n

    Roles

    Company Customer Customer Group Groups


    06.04.2012 Richard Stl Ektoplasma GmbH

    User Groups

    Manage Complex Structure

    Workshop OTRS

    Queues Overview

    Queues == Inboxes
    Queues are pinned to a User Group SubQueues inherit from Parent Queues

    Editable preferences like:


    Unlock, Escalation times Infos send to customer Salutations, signatures, attachements Standard-respones and Auto-responses Linking of 1-n Email-addresses to a Queue In addition with PostMater Filters can handle Tickets opened via Email

    06.04.2012

    Richard Stl Ektoplasma GmbH

    Workshop OTRS

    Tickets

    Standard Fields

    Additional Modules Free customizable options

    06.04.2012

    Richard Stl Ektoplasma GmbH

    Workshop OTRS

    Questions so far

    Next Step in the Demo System

    06.04.2012

    Richard Stl Ektoplasma GmbH

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