Practical OTRS

OTRS is a leading enterprise ticket system for support desks and issue tracking systems. It provides staff and customers with a centralized communication platform for all kinds of service inquiries.

This book is for OTRS users and administrators. It explains how to install and set up the system, and how to manage customers and incoming tickets. On the administrator side, you will learn about basic settings, user management, granting user permissions, and maintaining a running system.

The book also discusses how to use OTRS to keep company processes up and running, and how to use OTRS statistics to optimize in-house procedures.