OTRS Group updated both its helpdesk software OTRS Help Desk 3.3 and its it service management software OTRS::ITSM 3.3.
New feauters include; enhanced management information dashboard, easier access to permission management, real-time ticket automation, greater clarity with retina displays.
The updates come as part of the company’s focus on product improvement and offer clients a more streamlined user experience and overview of customer tickets.
CIO Christopher Kuhn says: “Our new interface and dashboard allows IT managers to better manage their client tickets, plan and report. The flexibility of our systems mean customer requests can be configured and filtered individually and provide more clear and accurate reporting. We’ve had some great feedback so far, and to celebrate the new version we are offering a Try before you Buy offer via our website“.
Additional features of the 3.3 versions include:
- An event-based generic agent (a feature that executes automated jobs) can automatically move tickets into another queue or assign it to a certain member of the service staff.
- A new calendar widget makes the planning of resources, tasks or changes a lot easier – showing the planned solution time in a calendar entry.
OTRS are known by their customers for offering a free to download helpdesk and it service management software, and professional editions of the software with added services and features. The two updated products also include an associated iPhone App and OTRS::ITSM is ITIL V3 compliant. OTRS is available in 32 languages and over 110,000 organisations worldwide use OTRS to consolidate their service operations into a single unified solution, saving costs and resources.
Kuhn concludes: “OTRS is very lucky to work with prestigious clients (60% of DAX companies use our software) and we work closely with them to gather data which will help us continue to make improvements to our products. This is a great start to 2014, and we look forward to announcing more news throughout the year.”
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