2.2. Features

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Contents

OTRS has many features. The following list gives an overview of the features included in the central framework.

The features of OTRS

Web interface:

Mail interface:

Tickets:

System:

Top new features of OTRS 3.0

Context
- User Centered redesign of the Graphical User Interface which results in a dramatic shift from a comprehensive but static to a more powerful and dynamic application using state-of-the art technologies like Ajax, xHTML and optimized CSS.
New Ticket and Article Indicator
- This new feature has been implemented on both ticket and article level. It allows an agent at a glance to check for any updates within a ticket or on the article level to check for new and unread articles. You benefit from increased transparency and decreased response times.
Optimized Fulltext Search
- The new search feature allows you to flexibly customize the way you browse the information base. Options the new search feature provides range from single search-string searches to complex multi-string boolean search operations including various operators. You benefit from fully customizable searches according to your needs.
New Ticket Zoom View
- The redesign based on Ajax technology allows agents to display complex and linked information structures in real-time while keeping the agents' current working environment. The agent will benefit from increased orientation and increased workflow efficiency.
Global Ticket Overviews
- Well known from OTRS 2.4 the global ticket overviews have been optimized to achieve increased inter- activity. Depending on the use case and preferences of your agents they can easily change the ticket overviews layout according to their special needs. Options are small, medium and large, each providing a different degree of information details.
Accessability
- The redesign includes common accessibility standards WCAG and WAI-ARIA which also allows disabled users to better interact with OTRS Help Desk. The US Rehabilitation Acts Section 508 has been fulfilled.
New Customer Interface
- The customer web front-end can be integrated to your organizations intranet and is fully integrated into the redesigned help desk system.
Archive Feature
- OTRS 3.0 now offers a new archiving feature. With a separated archive you'll benefit from a reduced time spent for searches and increased display of results.
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