功能特色

多渠道支持

即时对话

基于网页的即时对话，无法安装客户端，客户或是服务人员可发起即时对话，让沟通更有效率。

客户门户

集成知识库，客户快速搜索已有的知识库内容进行自助服务。

接入 CTI

支持 Cisco 等 CTI 系统，顾客来电可第一时间反应。

视频对话

发现面对面的视频对话，让沟通更亲切。

电子邮件

作为传统的沟通方式，电子邮件缺不可少。

工单管理

分享搜索模析

服务人员可以分享他们的搜索模板。

服务分类手册

指导客户创建工单

草稿模式

针对注解邮件提供草稿模式。

内部注解

Articles can be added to internal communication as a note. External permission can be allowed if desired.

Response Templates & Text Modules

Text-based templates, including the subject text, can be saved and reused as needed. Perfect for answering email, documenting calls or recording meetings.

批量处理

The ticket bulk action allows one or more actions (such as a status change, queue change, dynamic field updates, etc.) to be executed on one or more tickets at the same time.

安全及权限管理

二步验证

In addition to requiring a user name and password, a token can also be requested from the user. This token must be uniquely created via an ISO-certified algorithm. The principle has been used for many years and is a proven security benefit.

角色及访问控制

With role, group and ACL-based rights management, an extremely detailed structure of access rights can be set up, if required.

S/MIME & PGP 加密

Emails can be encrypted and signed via S/MIME and PGP.

自动化及流程

Ticket Update with CI Data

Fully automated access to the CMDB to link CIs or to complete the process ticket with CI data.

Automation of Recurring Tasks

Fully automated execution of recurring tasks, such as sending email, moving a ticket or setting a ticket field.

Corporate Design in Process Tickets

Rich text and attachments make it easy to create automated emails in a corporate design.

Text Templates for Processes

Processes also support text templates for consistent quality in language & font.

Automatic Data Import

Automatic transfer of information when creating new tickets or items. Copy and paste is no longer required.

第三方集成

Email Dispatch via Web Service

Web services can send email from OTRS in the name of a third-party system (eg SAP, etc.).

Partial CI Update

Enables partial updating of a single attribute without necessarily having to create a new version.

References to External Resources

Refer to and redirect to all kinds of external resources, thereby creating one central place for information.

Storing and Displaying Information from External Databases in the Ticket

You can use special fields to bind external databases as a source for field values. As a result, a product catalog does not need to be imported.

系统监控

Messages are processed efficiently and unnecessary messages are prevented when an employee has already accepted the original message.

SOAP + REST 通用接口

Almost all components of OTRS can be communicated via the Generic Interface (web service interface framework) via SOAP, REST, SQL or even proprietary protocols. OTRS offers ready-to-use modules and can be extended almost indefinitely, if required.

客户管理

客户及服务中心

Full-fledged customer and service center with knowledge base, forms, processes and service catalog.

Individual Contact Fields

In addition to the actual customer, further fields from connected customer databases can be recorded on a ticket.

客户信息中心

Provides an overview of customers or customer users. In addition to the customer’s tickets; affiliations; and status; further information, such as services, CIs, etc., can also be displayed here.

自助服务及知识库

Dynamic Search

Provide fast, intelligent and dynamic search for all content (tickets, presentations, knowledge entries, etc.) in OTRS.

Access Free Public Information

Provide public information without a login. This allows visitors to access shared content quickly and without logging in.

满意度调查

After completing a ticket, a custom-branded survey can be automatically sent to the customer user. Images can be inserted as a response option (e.g. 3 smileys). The module also offers an evaluation of the surveys at the same time.

FAQ Proposal

The agent interface now supports the display of relevant FAQ entries when creating a new ticket.

报告及统计

Display in the Dashboard

All metrics can be made available to the user in the OTRS dashboard.

CSV/PDF/Excel 导出

Metrics and lists can be exported as PDF, CSV or Excel files and processed as you wish.

Compiling Statistics with Previews

The creation of statistics with an automatic results preview simplifies the configuration and sensible selection of meaningful metrics.

报告生成器

Existing statistics can be summarized and commented on individually by creating a separate report. It also contains options for explanatory text and an index of the statistic’s set up.