We are using Open Source Ticket Request System (OTRS) to manage our pre-sales information requests with our partners. Our German colleagues are using it for two years right now, and we are spreading its usage throughout Europe.
I had today a demonstration from my colleagues, Quentin and Bernard, and i saw how easy it is to use this tool. For sure, i know Bernard, had this tool be cumbersome and not well performing, it would have not been selected.
In fact, we saw the demonstration by connecting to a computer running OpenSolaris in Strasbourg. All the users, Claude in Aix-En-Provence, Sébastien in Rennes, Quentin @ Paris and myself in Lyon were following the demonstration using vnc to connect on the OpenSolaris machine.
But, come back to OTRS.
First simply connect to the interface, the interface being localized:
View a queue:
Log a ticket if you get a phone call, handy if you have an incoming call you want to track:
The "ticket" number is unique, and when ticket is locked, it means that ticket has been taken in charge by an "agent". Two tickets can be merged if related. When a ticket is registered within OTRS, the submitter receives an acknowledgement of receipt.
Answer with a template, when you want to educate or communicate on a targeted theme:
Move the request to an other queue, for example if you need the help from an other group of persons:
More screenshots from the official OTRS website here.