Fast and Process Focused-Service Management Software OTRS 3.2 released

Free OTRS Help Desk Software connects process and service management


Cupertino, CA, January 29, 2013: OTRS Group, the vendor and world’s leading provider of the open source help desk software, OTRS Help Desk, and the open source IT Service Management (ITSM) software, OTRS ITSM, announces the stable release of OTRS Help Desk 3.2 and OTRS ITSM 3.2. The Open Source Service Management Suite OTRS 3.2 can be downloaded for free. With the new customer information center, businesses that want to optimize customer service get a better overview of their customer’s tickets and the possibility to map ticket processes with the new process management module. With a better scalability and an increased performance of up to 40 percent OTRS 3.2 even fits the requirements of enterprise customers. With constant framework requirements (e.g. constant equipment usage), twice as many agents can work simultaneously with the OTRS Help Desk Software and Session Management is ten times faster. The Open Source Help Desk Software OTRS Help Desk 3.2 and the Open Source IT Service Management Software OTRS ITSM 3.2 can be tested here for free.


The new process management module in the 3.2 version of the OTRS Help Desk Software not only allows an optimization of the Service Desk but also of the underlying customized processes and business logics. As the tickets are routed through free configurable workflows and decision dialogues guide the service agent or the customer through the process, standard processes like ordering or billing can be made mostly automatic. Employees save time and the risk for process errors is lowered. The OTRS Help Desk Software is now even more flexible for use in several business areas of service organizations.


The new customer information center of the Open Source service management software OTRS 3.2 makes it possible for a service agent with a dashboard-like view to have a better overview of his or her customers and all of their open, reminder and escalated tickets. Due to corresponding shortcuts, tickets can be created even faster and with the “Switch to customer“ feature the agent can directly access the customer panel. Configurable views and the possibility to move tickets from the ticket action dialogues immediately into queues ensures a faster working environment. The new out-of-office dashboard widget, the integrated FAQ connector, shows all absent colleagues and makes it possible for FAQ articles to be shown on the company website.


The OTRS Group and its Service Management Solutions


The OTRS Group is the vendor and world’s leading provider of the open source help desk software, OTRS Help Desk, and the open source IT Service Management (ITSM) software, OTRS ITSM. The corporation consists of OTRS AG and its five subsidiaries: OTRS Inc. (USA), OTRS S.A. de C.V. (Mexico), OTRS B.V. (Netherlands), OTRS Sdn. Bhd. (Malaysia), and OTRS Ltd. (Hong Kong). As of 2009, OTRS AG is listed in the Entry Standard of the Frankfurt Stock Exchange.


The OTRS product suite includes the OTRS Help Desk software and the ITIL® V3 compliant IT service management (ITSM) solution OTRS ITSM, as well as an associated iPhone App. OTRS is available in 32 languages and over 110,000 organizations worldwide use OTRS to consolidate their service operations into a single unified solution, saving costs and resources. OTRS Group is the source code owner and offers businesses of all sizes service support, consulting, and software development. The service portfolio consists of process design, implementations, customizations, Application Support, and Managed OTRS Services. Key customers include industry leaders such as NASA, IBM, Siemens, and Nokia. OTRS is used by 60 percent of DAX 30 companies.