OTRS – The Flexible Service Management Solution
OTRS is a service management solution that can be used by any department in your company. It reduces operational costs and increases satisfaction by optimizing service delivery, communication and workflows. With OTRS you choose software directly from the manufacturer.
OTRS Improves Your Bottomline
Reduce workflow processing time
Automatically assign requests so the right people communicate quickly. Notifications, reminders and escalation management guarantee fast processing. Templates and process management automate workflows.
Minimize
mistakes
Knowledge databases (KBAs) and a customer portal enable customer self-service, freeing up support team resources. Communication templates save time and guarantee consistently high quality in your service teams.
Optimize service delivery
OTRS offers extensive reporting tools. Keep on top of KPIs such as the number of requests, service issues, SLA risks, expenses and more.
Maximize tech
stack usage
OTRS has customizable interfaces to seamlessly integrate with existing applications, reducing potential development costs. OTRS is not a rigid component of your system landscape; rather, it grows with your company, requirements and changes.
Ensure
security
OTRS was developed according to the principles of Privacy and Security by Design. Data protection, maximum reduction of attack potential and server-client encryption are a matter of course. OTRS Group has in house security experts, and data centers are ISO/IEC 27001 certified as well as subject to German law.
Functionalities
Benefit from professional OTRS features that facilitate your workflows, support staff planning, improve service quality and increase customer satisfaction.
Reduce workflow processing time
Automatically assign requests so the right people communicate quickly. Notifications, reminders and escalation management guarantee fast processing. Templates and process management automate workflows.
Automation & processes
Process templates allow you to automate workflows and create customized processes. You can even use pre-configured processes to get started, For IT use cases, OTRS supports all requirements and best practices of common ITSM frameworks.
Communication templates save time and guarantee consistently high-quality replies by your service teams. Both external and internal customers are quickly and continuously informed about the status of their request. Customer and employee satisfaction increase.
Simple assignment, prioritization & classification
Through dedicated role and access management, requests are immediately assigned to the responsible departments. The right contacts always communicate with each other. Notifications, reminders and professional escalation management guarantee fast processing and evaluation. Escalation management is easily adapted to the customer or SLA.
Knowledge management & self service
Well-maintained FAQs and an up-to-date knowledge database reduce the number of tickets to be processed, freeing up valuable service team resources.
The OTRS customer portal makes it easier for customers to create requests and track their progress.
Time & resource management
OTRS makes it easy to coordinate team tasks and distribute them according to availability or workload. The appointment calendar and reminder times keep everyone aligned. Teams can even create joint calendars. Entries can be linked to tickets for easy tracking, creating an overview of the entire team’s workload.
Reports & statistics
OTRS reports are available at any time and provide information on the current customer situation, the state of inquiries and the team workload. They are easy to operate and can be used without configuration. Teams can react quickly in the event of bottlenecks, and leaders can optimize staffing.
Security & compliance
OTRS allows you to sign and encrypt e-mails via S/MIME or PGP. Communication between clients and servers is secured by SSL. Two-factor authentication can be configured as a default. OTRS offers audit security – information and communication are secured and documented in a compliant manner.
Interfaces & social media integration
Thanks to web services, any number of external databases, such as ERP, CRM, tracking or other ticket systems, can be integrated. The data can be displayed in special dynamic fields.
Connect OTRS with your existing solution
OTRS is one of the most widely used service management systems, and it can be seamlessly integrated with existing applications, such as SAP, Salesforce or HP Service Center. The generic interface and the XSLT mapping module of OTRS allow both the integration of existing systems and also the individual combination of several OTRS solutions. This significantly reduces the risks, effort, and costs involved in creating and maintaining conventional interfaces.
OTRS – The Flexible Service Management Solution
OTRS is a service management solution that can be used by any department in your company. It reduces operational costs and increases satisfaction by optimizing service delivery, communication and workflows. With OTRS you choose software directly from the manufacturer.
OTRS Improves Your Bottomline
Reduce workflow processing time
Automatically assign requests so the right people communicate quickly. Notifications, reminders and escalation management guarantee fast processing. Templates and process management automate workflows.
Minimize
mistakes
Knowledge databases (KBAs) and a customer portal enable customer self-service, freeing up support team resources. Communication templates save time and guarantee consistently high quality in your service teams.
Optimize service delivery
OTRS offers extensive reporting tools. Keep on top of KPIs such as the number of requests, service issues, SLA risks, expenses and more.
Maximize tech
stack usage
OTRS has customizable interfaces to seamlessly integrate with existing applications, reducing potential development costs. OTRS is not a rigid component of your system landscape; rather, it grows with your company, requirements and changes.
Ensure
security
OTRS was developed according to the principles of Privacy and Security by Design. Data protection, maximum reduction of attack potential and server-client encryption are a matter of course. OTRS Group has in house security experts, and data centers are ISO/IEC 27001 certified as well as subject to German law.
Functionalities
Benefit from professional OTRS features that facilitate your workflows, support staff planning, improve service quality and increase customer satisfaction.
Reduce workflow processing time
Automatically assign requests so the right people communicate quickly. Notifications, reminders and escalation management guarantee fast processing. Templates and process management automate workflows.
Automation & processes
Process templates allow you to automate workflows and create customized processes. You can even use pre-configured processes to get started, For IT use cases, OTRS supports all requirements and best practices of common ITSM frameworks.
Communication templates save time and guarantee consistently high-quality replies by your service teams. Both external and internal customers are quickly and continuously informed about the status of their request. Customer and employee satisfaction increase.
Simple assignment, prioritization & classification
Through dedicated role and access management, requests are immediately assigned to the responsible departments. The right contacts always communicate with each other. Notifications, reminders and professional escalation management guarantee fast processing and evaluation. Escalation management is easily adapted to the customer or SLA.
Knowledge management & self service
Well-maintained FAQs and an up-to-date knowledge database reduce the number of tickets to be processed, freeing up valuable service team resources.
The OTRS customer portal makes it easier for customers to create requests and track their progress.
Time & resource management
OTRS makes it easy to coordinate team tasks and distribute them according to availability or workload. The appointment calendar and reminder times keep everyone aligned. Teams can even create joint calendars. Entries can be linked to tickets for easy tracking, creating an overview of the entire team’s workload.
Reports & statistics
OTRS reports are available at any time and provide information on the current customer situation, the state of inquiries and the team workload. They are easy to operate and can be used without configuration. Teams can react quickly in the event of bottlenecks, and leaders can optimize staffing.
Security & compliance
OTRS allows you to sign and encrypt e-mails via S/MIME or PGP. Communication between clients and servers is secured by SSL. Two-factor authentication can be configured as a default. OTRS offers audit security – information and communication are secured and documented in a compliant manner.
Interfaces & social media integration
Thanks to web services, any number of external databases, such as ERP, CRM, tracking or other ticket systems, can be integrated. The data can be displayed in special dynamic fields.
Connect OTRS with your existing solution
OTRS is one of the most widely used service management systems, and it can be seamlessly integrated with existing applications, such as SAP, Salesforce or HP Service Center. The generic interface and the XSLT mapping module of OTRS allow both the integration of existing systems and also the individual combination of several OTRS solutions. This significantly reduces the risks, effort, and costs involved in creating and maintaining conventional interfaces.
Features
Previously known as Feature Add-ons, these individually purchased functionalities are now included in every OTRS contract level*. This means that every customer has full access to all available functionalities and can get the most out of OTRS.
Reduce the administrative workload and free teams to focus on value-added work. Automation speeds up tasks, reduces mistakes, balances workloads and calculates quickly. Even reporting becomes faster, more granular and more accurate.
- Process Engine
- Automatism for Processes
- Automatic Start of Processes
- Ticket Automatisms
- Ticket Allocation
- Service Based Queue Routing
- Dynamic Fields
- Calculation
- CI
- Attachment
- Calendar Resource Planning
- Credit Card Filter
- Restore Pending Information
- Service Categories
- Service-based Queue Routing
- State Preselection Response Templates
- Ticket Time Unit Dropdown
- Advanced Generic Agent
- Escalation Suspend
- Hide/Show Dynamic Fields
- Ready2Adopt ITSM Processes
- Ticket Allocation
- Ticket Forms
- Ticket Queue Selection
- Automated FAQ Ticket Creator
- Advanced Escalations
Increase customer satisfaction through structured multichannel communication and better cross-functional exchange. Customer data, existing request details and prior support experiences are quickly accessible. Share information between and among teams through dashboards, notification, and notes.
- Inter-Agent Communication
- Chat
- Handover to Other Teams
- Communication via notes, chats
- Partner integration to communicate with customers
- Custom Contact Fields
- Process Management Article Email
- Specific Ticket Notifications
- Out of Office
- Dashboard News Widget
- Categories for Text Modules
- Ticket Watchlist
Empower agents to solve more problems more quickly. Organize and connect all the necessary information: customer data, requests, equipment, contracts, locations, FAQs, events, or any custom-created information. View the right level of detail with dashboards, widgets, and tickets.
- Customer Overview
- CMDB
- KBA
- Linking Objects
- Data Transfer from Object to Object
- CI Assignment Attribute Dynamic Field Map
- CI References
- Customer Frontend Link Object
- Customer Activity Widget
- Dashboard News Widget
- Advanced Ticket Overview
- CIs in Customer Frontend
- Dynamic Field Value Import
- Customer Event Ticket Calendar
Maximize the value of your ecosystem and gain operational efficiency. Never be constrained by duplicated data again. Connect data sources quickly and reduce custom development needs.
- Web Services
- DynamicField Web Services
- Ready2Adopt Web Services
Keep an eye on all aspects of the organization. From agent efficiency to customer satisfaction, KPIs offer actionable insights that improve performance over time.
- Extended Ticket Stats
- Automatic Time Accounting
- Time and Quota Management
Protect your people, processes, and technology by organizing access to data and communications. Ensure the trustworthiness of your organization and reduce the risk of breaches.
- Permission
- Encryption
- Signing
- Data Privacy Protection
- Delete Attachments
- LDAP Password Notifications
- System Configuration History
- Restrict Customer Data View
OTRS for Customer Service & Support
Never miss customer requests again and reduce your mean time to respond (MTTR) through structured and automated service communication. Ready to go in 2 to 3 days, our Customer Service and Support Solution, based on OTRS, will improve your customer satisfaction (CSAT) and save money in the process. Plus, your support and field service team will thank you.
Boost your bottom line with our Customer Service & Support Solution based on OTRS
Better customer
experience
Improve your customers´ service experience by providing a user-friendly self-service portal with access to important services and support subjects such as incident reporting, repair requests, field service needs, trainings or even instruction manuals. Customers can view the progress and status of current request and check upcoming maintenance appointments.
Save time through process automation
Never forget a step along the way with automated customer service workflows. Team members can easily manage incidents, maintenance or repair requests, facilitate field service, communicate with customers — all with flexible templates.
Reduce duplicated or missed requests
Flexibility offered through continuous integration and filters shows the customer and/or agents only relevant information creating tickets. User-friendly forms allow the creator to only see relevant information, resulting in faster creation and higher accuracy. Automatic ticket notifications and assignments skip long decision-making processes.
Optimize your
service resources
Save resources by eliminating redundant tasks and providing an overview of all relevant information. Context-enabled FAQs and customizable templates mean less repetitive work by your service team.
Functionalities
Profit from ready-to-use OTRS Customer Service & Support Software
Multi-channel communication relieves your support team
Fast and efficient customer communication means talking to customers on any channel: email, phone, or social media. Manage your channels through OTRS, cluster requests via topics and link them according to their dependencies. Cumulated in your OTRS dashboard, you can assign tasks or requests within seconds and follow their progress.
Smooth scheduling and resource management
Allow customers to schedule their preferred service times around your customer support team’s schedule. Manage cross-departmental operations and available resources. Link requests to calendars so complete details are always with your appointments – great for field service agents!
Faster response and resolution via automation
Flexibility offered through continuous integration and filters shows the customer and/or agents only relevant information creating tickets. User-friendly forms allow the creator to only see relevant information, resulting in faster creation and higher accuracy. Automatic ticket notifications and assignments skip long decision-making processes.
Easy integration
Connect additional communication and social media channels. Synchronize customer data from ERP or CRM systems and many other sources. The available integrations allow you to transfer the status of your request and even trigger the creation of invoices as soon as repairs/services are completed. This keeps up your cashflow and reduces payment delays.
Connect OTRS with your existing solution
OTRS is one of the most widely used service management systems, and it can be seamlessly integrated with existing applications, such as SAP, Salesforce or HP Service Center. The generic interface and the XSLT mapping module of OTRS allow both the integration of existing systems and also the individual combination of several OTRS solutions. This significantly reduces the risks, effort, and costs involved in creating and maintaining conventional interfaces.
Baffled by Incidents? Security incident handling made easy.
STORM is our solution for security incident orchestration, automation and response. And it does so at lightning speed. It provides secure and structured communication between IT, security, SOC, risk and management teams.
The pre-configured OTRS for all your office team’s needs. All advantages:
Smooth operations
Processes for organizing meetings, rooms or visitors ensure smooth workflows. The integrated CMDB contains all important data and provides information on their status, such as participant numbers or room equipment, for uncomplicated meeting planning and a good impression with external visitors.
Faster through automation
When things get stuck, quick solutions are needed. With digitized and structured workflows that automatically guide you to the next step, help arrives faster than ever. In addition, the process-driven task management in OTRS saves your office team time and reduces their workload.
Minimize errors
Things get awkward when a fleet vehicle is not available or hotels are not booked properly. With the preconfigured processes of the office management solution, this is a thing of the past. Colleagues submit travel requests digitally and receive the correct booking information from the office team right after the booking is made. This way, no step can be forgotten.
Flexibility through mobile working
The OTRS office management solution can be accessed from any location. This ensures a complete overview of all the work and tasks of your office team at all times. Even last-minute changes are no problem. In addition, mandatory fields ensure the completeness of all information.
Immediately ready for
use
We have everything ready for you. OTRS for office management comes with a pre-set dashboard and ready-to-use business processes. There’s no need for the usual time-consuming configuration and setup – just import your employee and device data, and you’re ready to go.
Functionalities
Benefit from professional OTRS features that make your office team unbeatable.
Efficient room management
OTRS simplifies the reporting of damage and the triggering of repair or cleaning processes. For this purpose, the service catalog offers predefined processes that provide quick remedial action in the event of failures.
In the respective process, the affected room is linked and a calendar entry is made for the maintenance work. The history can be used to derive further measures, such as the complete replacement of a system.
Straightforward travel booking
OTRS makes travel bookings simple, secure, and transparent. The predefined process shows all possible means of transport and enables an overview of all important travel data. Receipts for travel expenses can be stored centrally and can thus be submitted without time-consuming inquiries.
Easy office supplies ordering
Order office supplies and equipment reliably and easily. With the predefined process in OTRS, all available items are recorded, listed in full and their order placed directly with the responsible office employee. Individual messages and attachments complete the requirements and ensure that no order is forgotten.
Reliable visitor and fleet management
The predefined process in OTRS is linked to the company fleet, shows all available vehicles, and uses a “reservation status”. Your employees get a clear overview of the status of the company vehicles. Necessary repairs can be reported via a form and thus automatically change the status of the affected vehicle. In addition, the repair can be stored in a calendar entry of the office team. Upcoming inspections or the expiry of leasing contracts are displayed so that employees know exactly what needs to be done.
Statistics at the push of a button for decision making
With this preconfigured version of OTRS, you know exactly how your assets, vehicles, or rooms are doing and can easily compile evaluations. For example, the history can be used to assess the condition of your vehicles and prevent major breakdowns, as well as to decide on additional purchases.
Connect OTRS with your existing solution
OTRS is one of the most widely used service management systems, and it can be seamlessly integrated with existing applications, such as SAP, Salesforce or HP Service Center. The generic interface and the XSLT mapping module of OTRS allow both the integration of existing systems and also the individual combination of several OTRS solutions. This significantly reduces the risks, effort, and costs involved in creating and maintaining conventional interfaces.
Baffled by Incidents? Security incident handling made easy.
STORM is our solution for security incident orchestration, automation and response. And it does so at lightning speed. It provides secure and structured communication between IT, security, SOC, risk and management teams.
STORM supports your team in delivering efficient incident management.
Security and compliance are a top priority
STORM supports digital encryption and signing standards, like PGP and S/MIME. Our solution is audit-ready. The documentation of all activities, such as the artifacts and the forensic evidence analysis, are tracked and can be audited at any time. STORM can be used in a completely offline environment.
Time savings through proven security processes
Faster and accurate handling of process steps through predefined and proven security processes that are aligned with leading taxonomies and frameworks. Communicate with the right people and connect the right tools – get all hands on deck fast. STORM communicates with third-party tools using integrated web services.
Get started right away
Our experts have everything preconfigured for you. STORM comes with pre-defined classifications and ready-to-use incident processes. There’s no time-consuming configuration or setup required. You can simply start right away and forward all support requests via email to STORM.
Award-winning quality
STORM was developed on the foundation of OTRS Service Management Software into a full-fledged Incident Response System including SOAR functionalities by the security experts of OTRS Group.
Get started with STORM today. Choose response over risk now.
In addition, STORM has already won awards, including the Incident Management Infosec Award in the “Cutting Edge” category.
Typical use cases
STORM is not just a cyber defense solution. It is also the solution for corporate security and the defense and security sector in general. It is suitable for ITSM use cases that have increased security requirements as well as for high-security applications in the military, BOS or defense industry.
Functionalities
Benefit from professional STORM features that relieve your security team, make work faster, reduce errors and support evaluation.
Easy Tagging of Incidents, Events, Cases and Attachments
Events, incidents, assets and other tickets can be easily tagged. The tags can be used as filters in the list views. Define labels individually and/or across teams for more structure in daily work. This gives you a better overview of already existing information and classifies your analysis results.
Automation and Processes
STORM offers the possibility to map processes and workflows as well as to automate them where necessary. A variety of field types help to capture data in a structured way and make it possible to evaluate activities. With the help of templates, new processes can be adapted quickly. Rule-based stakeholders and role-related notifications can be conveniently mapped.
Predefined Taxonomy Fields for Easy Reporting and Classification
Predefined classifications for incidents and events allow for simple taxonomy-based classification according to established standards. These include KRITIS-compliant classification (according to §8b paragraph 4 BSIG) as well as ENISA‘s Reference Security Incident Classification Taxonomy.
STORM also offers the possibility to classify information using the Traffic Light Protocol (TLP) and to use this classification in notifications.
Additional classifications can be easily added.
Enhanced Encryption Features via PGP & S/MIME (HSM supported)
Benefit from the advantages of end-to-end encryption and signing communication via PGP & S/MIME. Private keys on hardware security modules can also be used for encryption and signing.
Integration via Web Services
STORM has multiple possibilities to interact with third party applications via open web service standards. Data can be sent to other tools automatically or based on a process workflow, and the responses can be processed in the system. Events, incidents and other requests can also be opened via this path..
Predefined interfaces to VirusTotal, VMRAY and other solutions allow fast adaptation to existing workflows
Compliance Logging Features
All ticket actions are logged. This makes it possible at any time to track who has added, changed or read which information. The download of attachments is also logged.
OTRS for IT Service Management
Support for Support. Support for your IT department with automated, compliant processes for incident and request management, asset management, change enablement and onboarding with our out-of-the-box software solution.
The preconfigured OTRS to support your teams in delivering efficient IT service management
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.
Onboarding assistance
Before a newly hired employee can start work, he or she usually needs technical equipment and various software products, including the corresponding approvals. Predefined processes with the necessary approval options support the HR department and make it easier for IT service desks to take care of everything.
Flexibility due to location independence
As a browser-based application, the ITSM solution scenario from OTRS is completely location-independent. So, employees can be stationed anywhere and still provide quality IT service. In addition, dynamic forms ensure that information is provided in full and that the customer can be helped immediately.
Get started right away
Our experts have everything preconfigured for you. OTRS for IT Service Management comes with a preset dashboard and ready-to-use IT processes. There’s no time-consuming configuration or setup required. You can simply start right away and forward all support requests via mail to OTRS.
Functionalities
Benefit from professional OTRS features that relieve your IT service team, make work faster, reduce errors and support planning.
Efficient request management
OTRS makes it easy for customers to submit correct and complete requests to the IT service desk or to report faults. The integrated service catalog offers predefined processes with dynamic input fields for this purpose.
The integrated CMDB provides support here, as it contains all assets with their relevant information. Thus, the so-called configuration item (CI), i.e., the affected device or software component, can be immediately linked, and the agent has all the details he needs at his fingertips. This avoids questions and significantly shortens the resolution time.
Clear self-management
There is a lot of information that needs to be monitored, considered or viewed in the daily task planning of an IT service team to ensure smooth operations.
In OTRS, agents can fully customize their dashboard by creating widgets such as scheduled service calls, the resource calendar or devices that have a fault, making all relevant information available at a glance. The ITSM Solution scenario offers a lot of preconfigured typical widgets and other objects for IT teams to get started.
Easy and precise classification
Also, incident tickets can only be processed efficiently if they are structured. For this purpose, they are classified and prioritized, as required by compliant incident process integrated in OTRS. Prioritization makes it easier to adhere to escalation and resolution times. Times are based on the underlying service level agreement (SLA) or, more precisely, the contract. In OTRS, the SLA is determined precisely by the contract, and the correct times are determined in this way. The type of underlying contract is automatically assigned to the customer.
Smart interaction between objects
Dependencies are particularly important for an IT service desk. For example, the availability status of IT equipment is important for the loan of IT equipment; the readiness of the service employee is important for the agreement of service calls; or contract details of customers or licenses for software are important.
In OTRS, many objects interact, such as the ticket itself, knowledge databases, hardware or software components, contracts, or appointments. Automated linking of tickets and CIs creates an intelligent interaction, which speeds up workflows and increases efficiency.
Structured change management
Many things can trigger a change process that IT service teams have to manage.
For this important area, too, our ITSM solution offers preconfigured processes that take all common relations into account. In this way, change managers can be defined; a categorization or even any foreseeable effects or risks can be documented; and approvals can be made. In addition, OTRS offers a change calendar with clear identification of changes by status and corresponding color coding.
Live reports at hand immediately
Our preconfigured solution analyzes the data of your IT service desk and provides continuous reporting. An hourly update gives you a perfect overview of all requests in all relevant queues in real time. Every request status is taken into account, so statistics can be generated in a variety of ways.
In addition, the OTRS ITSM solution offers preconfigured, customizable surveys that can be used to find out how satisfied a customer is with the offered service. With OTRS, you also know exactly what condition the end devices are in and whether they need to be replaced.
Connect OTRS with your existing solution
OTRS is one of the most widely used service management systems, and it can be seamlessly integrated with existing applications, such as SAP, Salesforce or HP Service Center. The generic interface and the XSLT mapping module of OTRS allow both the integration of existing systems and also the individual combination of several OTRS solutions. This significantly reduces the risks, effort, and costs involved in creating and maintaining conventional interfaces.
OTRS for HR Management
Benefit from automated HR processes for application management and training requests to support your onboarding tasks with our ready to run software solution.
Preconfigured OTRS for all HR Management Needs. These are the Benefits:
Great employee experience
Provide the best employee experience via an external portal and easily accessible HR processes. Improve your applicants´ and employees´ HR experience by providing easy access to all important HR processes.
Save time through process automation
Benefit from digitized and structured workflows which direct you to the next step and make sure that no task is forgotten. Process-driven task management helps you to reduce your team’s workload and eliminates repetitive to dos.
Improve your work quality
The solution guarantees you access to all data from anywhere and allows you to keep an overview of all running HR projects. Plus, OTRS features ensure, through mandatory fields and check boxes, that all important information is provided.
Get started immediately
Your OTRS for HR Management comes with a preset dashboard and complete business processes. No need for a longer set-up – simply load up your employee data, and you are ready to go.
Functionalities
Benefit from outstanding OTRS HR features which make it easy to get all tasks done right and on time.
Easy applicant management
OTRS simplifies the application process for everyone. Candidates are offered an easy way to apply for open positions via a web-based platform and integrate existing profiles from job boards. And the HR team can publish new job offers in just a few steps.
In addition, decisions regarding interview invitations and hiring can be made more quickly. In fact, OTRS’ HR management software solution supports you with a predefined dashboard that shows you the status of all applications through well-defined processes. These can, for example, send automated emails or delete unsuccessful applications after five months.
HR data management – all data in one place
This preconfigured version of OTRS gives you several preset features, allowing you to easily manage, update, change, collect and interact with all data and incoming requests, such as sick notes, applications for leave, personal data updates and training requests. Plus, the interface allows for employee self-service, so they can change personal data easily by themselves.
Better employee onboarding & training request handling
Preconfigured processes for managing training requests and for onboarding new employees significantly reduce the workload for your HR team and make it easier for employees to progress in their careers.
HR reporting – gain insights on all relevant data
Improve HR management by analyzing all relevant data. Know exactly what your company’s status is and easily compile data about applications, absences, pay role requests and much more.
Connect OTRS with your existing solution
OTRS is one of the most widely used service management systems, and it can be seamlessly integrated with existing applications, such as SAP, Salesforce or HP Service Center. The generic interface and the XSLT mapping module of OTRS allow both the integration of existing systems and also the individual combination of several OTRS solutions. This significantly reduces the risks, effort, and costs involved in creating and maintaining conventional interfaces.