Improve customer service with OTRS

Improve customer service with OTRS

Open-source Ticket Request System, is a free and open-source trouble ticket system software package that a company, organization, or other entity can use to assign tickets to incoming queries and track further communications about them.

Inside the application you can create the different departments of your company in folders (queues) and that way information will be managed easily and quickly from one to department to another amd to the clients.

It is a tool for managing incoming inquiries, complaints, support requests, defect reports, and other communications.
This service allows you to adequate your company to its necessities, by creating as many folders and sub-folders as you need and name them, modify them, specify the group that should use the folder, etc.

If your company has to attend a high volume of customer requests through mails and phone calls, and if different service representatives need to respond at different times, a ticket system can be of great help.

Every ticket has a number assigned and it can be found quickly and also be blocked (so it can only be managed by one user). Every ticket generated by the system has persistence or "history" showing what happened to the ticket within its life cycle and many other functions as answering, dividing, assigning an owner, closing, priority, etc.

Tickets can be checked by everyone from each department (generic email address). This way, tickets will always be attended by someone and service effectiveness will increase and with no doubt, satisfied customers will translate into better financial results for your company.

You don't need an email address for each user, you will only need a folder for each department, where tickets will be sent.

Entorno Digital offers the possibility of centralizing your company's activity with OTRS. This tool will help you manage your emails easily. If you want to view a demo of this product get in touch with us by email ( or by phone +34935942101.

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Improve customer service with OTRS