Dating back to 2013, this was an early description of OTRS. Now released as OTRS 7, the service management solution continues to support agents in handling incoming customer requests quickly and efficiently.The video highlights how help desk requests enter the system from a variety of channels, are routed to the proper queues and/or agents, are tracked against SLAs and roll up into reporting. Of course, much like video has come a long way in the past six years, so has OTRS. Today, it is a fully-managed (or on-premise) service management solution, complete with all the features your team needs - CMDB, process automation, self-service tools and more.

To learn more about OTRS 7 and the possibilities it can provide to your service team, visit https://otrs.com/.