Open Technology Real Services / Ticketing

Manage your IT Service Desk operations with ITIL V3 compliant Open Source application - OTRS

OTRS is an ITIL V3 compliant open-source trouble ticket system which is used to create and assign tickets to incoming queries and track further communications about them. It has robust capabilities of managing tickets, complaints, support requests, defect reports, and other communications effectively. It is an enterprise ready solution with powerful customization and integration capabilities

It provides a single point of contact for customers and employees to open trouble tickets and service requests, allowing enterprises to provide high quality service at a low operational cost. The flexibility and ability to adapt which OTRS provides allows you to create a personalized and efficient solution that differentiates you from the competition.

Being an Open Source application, it can easily be customized according to individual business requirements and seamlessly integrated with any third party application, due to its highly modular structure. With all these features, OTRS has become the most reliable, cost-effective, and flexible helpdesk solution for enterprises.


Our OTRS Services:

  • Installation, Setup and Implementation
  • Development and Consulting Services
  • Migration to latest stable version
  • Managed Support Services
  • Performance Optimization
  • Technical Staff Augmentation
  • Add-ons Development and Integration with 3rd party applications


OTRS Benefits:

  • 100% Open Source application with a strong community support
  • Improved customer satisfaction
  • Enhanced quality of service
  • Provides IT infrastructure transparency
  • Web-based and platform-independent
  • Supports regulatory compliance and best practice
  • Reduced IT service cost and request volumes via self-service methods rather than onsite support
  • Easy consolidation of the requests from multiple sources by the agents.
  • Streamlined, cost-effective, and resourceful resolution processes.
  • Smooth information flow in the whole process since all the customers data are stored in one central, easily accessible location.
  • Reduced call resolution time and avoidance of recurring issues
  • Automated scrutiny of service quality


OTRS Core Features

  • Ticket Management – Create, assign, track and resolve customer queries with ease, transparency and collaboration.
  • Knowledge Management – Create and manage how-to documents, release notes, resolutions which helps your service team in serving your customers better.
  • Self-Service Portal – Provide customers 24/7 access to create requests, track progress, access the knowledge base and close tickets once resolved.
  • Service Catalog Management – Manage a structured service catalog and assign automatic SLA tracking.
  • Time Accounting – Track the time your service desk agents spend to resolve customer requests, facilitating effective resource management.
  • Reporting – A robust report engine, integrated with OTRS to provide KPI metrics on key statistics.
  • Surveys – Automatically send predefined surveys to your customers whenever a request is resolved by service desk agents.
  • Process Management – Create and manage your business processes with built in workflow engine.
  • OTRS iPhone App – Allows your customers to create tickets on the go and provides flexibility and convenience to your service desk agents to attend the tickets from virtually anywhere.
  • Incident Management – Process service incidents efficiently with OTRS Incident Management features and minimize the impact of IT incidents and provide customers detailed information on incident resolution.
  • Problem Management – Process root cause analysis, business impact analysis and problem resolution with ITIL compatible features.
  • Change Management – Create, approve, track and manage change requests and ensure all IT infrastructure changes are handled in compliance with existing Service Level Agreements (SLAs).


Why Us?

With proven capabilities and unparalleled experience across all business functions, Test Triangle provides benchmark Service Desk solutions based on ITIL V3 guidelines. We have a strong team of OTRS technical architects, functional consultants, system and infrastructure administrators who are highly qualified and are outstanding at what they do. Equipped with exceptionally talented and determined consultants, we aspire to deliver services which surpass our customer’s’ expectations.

Though we specialize in OTRS solutions, we also diversified our consulting services in Atlassian products like JIRA, JIRA Service Desk, JIRA Agile, Confluence, Stash, Bamboo, Crucible, FishEye, Crowd, BitBucket, etc. As we are multifaceted, we can provide a comprehensive solution for any enterprise. We can create solutions which are based on multiple open source systems as per the requirements of the business and can help you to make your service desk deployment a success and elevate your customer satisfaction to the next level.


About Test Triangle

Test Triangle Ltd. is an independent software testing company, headquartered in Dublin, Ireland. We also have office locations in London, United Kingdom and Hyderabad, India.

Test Triangle’s mission is to ensure that we meet customers’ needs and provide services while adding value to their business operations. We aim to provide clients with Testing & Application Lifecycle Management services that are fast, efficient and reliable.

We adapt our services to meet the needs of our customers. With various global office locations, we are able to work to short deadlines, near round-the-clock to deliver a project if required.