2.1. Basics

From open-support.info

The Open Ticket Request System (OTRS) is a web application which can be used with every HTML-compatible web browser. The web interface of OTRS does not use active web content like Flash or Java applets to ensure that the system is usable with mobile phones or other mobile computers. To use OTRS, no special client operating system is necessary; only an HTML browser is needed.

OTRS is separated into several components. The basic component is the OTRS framework that contains all central functions for the application and the ticket system. Via the web interface of the central OTRS framework, it is possible to install additional applications like a web mailer, a content manager, a file manager, a web calendar and a tool to monitor system status information.