OTRS is an open source trouble ticket system for easily managing support requests in a multi-agent interface.
The application can auto-convert e-mails into tickets (e-mail piping) which “eliminates the need of using the web interface” for customers.
OTRS is used by large organizations like Opera, MySQL AB, BitDefender, Suse & has very nice features like:
- transfer of tickets between agents
- auto-calculation of hours worked on a ticket
- powerful reporting
- canned responses
- multilanguage support
- themable web interface
- role-based user management
- & much more..
OTRS is built with Perl & can work with different databases (e. g. MySQL, PostgeSQL, Oracle, DB2 and MSSQL).
It has one-click installers for multiple operating systems (including Windows).