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OTRS Help Desl

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Angel Larreal

on 25 October 2013

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Transcript of OTRS Help Desl

All Downloads - Top 10 Countries 2012
Benefits
Increase customer satisfaction
Enhance Quality of Service
Enhance first call resolution
Resolve recurring issues faster
Eliminate communication bottlenecks
Reduce total cost of ownership with zero license fees
Features
Ticket Management
Knowledge Management
Service Catalog
Self-Service
Time Accounting
Reporting
Surveys
OTRS iPhone App
OTRS Feature Add-Ons
OTRS Help Desk 3.2
The leading Help Desk solution for efficient and extensive Service Management
with over 110,000 installations in 32 languages worldwide.

Quick Facts
Increase first call resolution by up to 30%
Save 25% in administrative costs through self-service
Resolve recurring incidents 95% faster
Make Customers Smile in 7 Easy Steps with OTRS
Step 1: Install and Configure OTRS
Step 2: Add Agents
Step 3: Define Support Queues
Step 4: Configure Customer Accounts
Step 5: Begin Accepting and Resolving Tickets
Step 6: Configure Global Settings
Step 7: Stay on Track with Reports
Step 1: Install and Configure OTRS
OTRS is currently available for a number of different platforms, including Linux and Windows.

It is written entirely in Perl and requires a Web server and a database, typically Apache and MySQL.

Once you've got the various packages downloaded and installed, you'll typically have to pop open your Web browser and point it to the OTRS Web installer, which handles the final stage of configuration and typically lives at a URL like http://localhost/otrs/installer.pl
Step 2: Add Agents
The agent web interface allows agents to answer customer requests, create new tickets for customers or other agents, write tickets about telephone calls with customers, write FAQ entries, edit customer data, etc.
Step 3: Define Support Queues
In OTRS-speak, queues are simply categories, making it easy to group together tickets of a similar nature. By default, OTRS comes with a single pre-defined queue, the "Raw" queue, into which all incoming tickets are placed. However, it's quite easy to define new queues, and to manually or automatically filter tickets into these queues for resolution by specialized teams or individuals.
Step 4: Configure Customer Account
Every customer who wishes to submit a ticket through OTRS must have an OTRS account. These accounts can be created in two ways: by an administrator, through manual entry of a customer's details, or by the customer through a self-registration process.
Step 5: Begin Accepting and Resolving Tickets
Put yourself in the shoes of Ms. Claudia, a long-time Genica customer. This morning, when comes in to work, she realizes that she isn't able to download her email. She uses her credentials to log in to OTRS and create a new support ticket; Claudia must select the New Ticket option, select the appropriate queue for her problem, and enter details about her problem.
Once Clauda submits the form, the ticket is registered, assigned a unique numeric identifier and reappears in the customer dashboard.
Behind the scenes, the ticket appears on the Dashboards of all the agents currently logged in. Henry, who generally handles email matters, also gets an email notification of the ticket, since the "Email Services" queue is in his "My Queues" list. He selects the ticket for a closer look, and is able to retrieve a composite view of the ticket that includes Claudia's original message
Step 5: Begin Accepting and Resolving Tickets
Henry changes the ownership of the ticket to his own account using the Dashboard -> Ticket -> Owner screen and then locks the ticket using the Dashboard -> Ticket -> Lock function. Locking the ticket allows him to work on it while simultaneously indicating to other agents that work is in progress.

Once Henry has investigated the problem and restarted Claudia's email server, he uses the Dashboard -> Ticket -> Compose Answer function to write an email back to Claudia, letting her know that all is well. As part of this process, Henry also closes the ticket, by setting the "Next ticket state" field to "closed successful"
Step 6: Configure Global Settings
OTRS comes with an extensive set of configuration screens, which allow administrators to configure many different aspects of system behavior.
You can control whether OTRS should check the destination mail server's MX record (CheckMXRecord) and the recipient email address for validity.
Frontend::Agent group, allows you to control the various notifications sent to agents.
Frontend::Customer group, allows you to adjust the customer front-end to your needs. For example, disable self-serve account creation (CustomerPanelCreateAccount)
Core::Ticket group, allows you to control and customize Ticket management workflows.
Step 7: Stay on Track with Reports
OTRS comes with a powerful reporting system, which makes it easy for agents and supervisors to get a birds-eye view of ticket status and service quality. These reports are accessible through the Dashboard -> Stats section. Note that this section is only available to users in the "stats" group.

A number of built-in reports exist for most common requirements: new tickets, currently open tickets, tickets closed in the previous month, most time-consuming tickets, and so on. These reports can be printed, or saved as CSV files; graphical reports are also possible.
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