Release Notes

OTRS adds new features to Customer Support Software, for Call Centers

OTRS Group, the world’s leading provider of the OTRS service management suite, including the fully managed OTRS solution and the ITIL® V3-compliant IT service management software OTRS::ITSM.

Increased efficiency and transparency for call centers with new OTRS helpdesk software ticket allocation and VoIP integration features


Cupertino, CA, United States, 10 April 2014. OTRS Group, the world’s leading provider of cloud-based solutions for service desk management, added new features to its customer support software that will help Call Centers to make their customer service work more efficiently and transparently. The new OTRS Feature Add-On “Ticket Allocation“ makes it possible for new customer requests (tickets) to be automatically assigned to the customer service agent with the least amount of tickets to work on. Instead of blocking one agent with a big amount of customer requests, the workload is evenly distributed and more customer requests can be answered, even with a small customer service team. A maximum number of tickets allocated per agent can also be defined as well as competence groups of agents and different order mechanisms for tickets. Competence Groups can be created for example to assign a complete team of experts to the ticket or to react on very important requests.


CEO of OTRS Group André Mindermann says: “Call Centers are under constant pressure to answer more customer requests in less time and with less resources. Due to the open code structure Open Source Ticket systems like OTRS are easy to integrate into the existing IT evironment and increases the efficiency of Call Centers by balancing the workload perfectly while saving licensing costs.“


To benefit from a perfect integration of OTRS Customer Support Software with a voiceover-IP telephone system that supports enterprise functionalities such as Chat, Fax, CTI, and a Call Center Module as well as the seamless integration of mobile devices and a high availability cluster, the “MobyDick OTRS Connector“ is another essential feature for Call Centers to improve their customer service. It connects the Voiceover-IP telephone system “MobyDick“ based on the Open Source telephone software “Asterisk“ with the OTRS ticketing system resulting in automatic opening of tickets when a customer calls, showing all customer tickets with an incoming call, a call history and calling a customer directly from the ‘OTRS Customer Information Center‘.


André Mindermann concludes: “Such important features can only be developed with the help of prestigious clients (60% of DAX companies use our software) that value our services and state of the art solutions. Our contract service clients will get an exclusive first look of the new features, immediately benefiting from the updates, as a thank you for being an integral part of our development in creating a top class system.”


OTRS Group is offering ‘Managed OTRS‘ based on a free Helpdesk and IT Service Management download, as well as professional editions of the software (with added services and features). The two offered products also include an associated iPhone App and OTRS::ITSM is ITIL® V3 compliant. OTRS is available in 33 languages and over 150,000 organizations worldwide such as Virgin, KFC, Nasa and IBM use OTRS to consolidate their service operations into a single unified solution, saving on costs and resources.


About OTRS Group

OTRS Group is the vendor and world’s leading provider of the open source OTRS Service Management suite, including the cloudbased Managed OTRS solution as well as the OTRS Help Desk software and the ITIL® V3 compliant IT Service Management software OTRS::ITSM. With subsidiaries in the US, the Netherlands, Hong Kong, Malaysia, and Mexico OTRS Group offers Managed Services as well as trainings, service support, consulting, and software development to businesses that want to increase the efficiency of their service management while saving costs and resources. Key customers include industry leaders such as NASA, IBM, Siemens, and Nokia as well as 130,000 other organizations worldwide. OTRS is available in 33 languages, offers an associated iPhone App, and is used by 60 percent of DAX 30 companies. Find out more about OTRS and our services at

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OTRS adds new features to Customer Support Software, for Call Centers