Testando o OTRS


Teste o OTRS,
A tabela abaixo foi extraída do próprio site do otrs.org, nela você pode acessar algumas interfaces para tirar suas dúvidas sobre as funcionalidades da ferramenta.
Permissões Descrição
Service Desk
1st level
As a service desk member you are in the first line to the customer. You are responsible for incident recording as well as initial classification of incidents and service requests. If an initial solution is not possible the incident needs to be dispatched to 2nd level support.Connect via iPhone App Standard Demo:
Log in
Extended Demo:
Log in
Service Agent
2nd and 3rd level
As a 2nd or 3rd level service agent, you are part of the service & support organization and responsible for a certain group of objects or services. Incidents need to be classified and analyzed to provide the customer with an appropriate solution. Standard Demo:Log in
Extended Demo:Log in
Service Manager As a service manager, the system provides you with extended rights and control mechanisms in order to manage the service & support organization. Standard Demo:Log in
Extended Demo:Log in
Administrator The administrator’s role goes far beyond the previous ones. You may directly control the system’s behavior. Standard Demo:Log in
Extended Demo:Log in
Customer As a customer, you typically interact with the system by e-mail, telephone or customer web frontend. Recording incidents and service requests is as easy as classifying or tracking them.Create a ticket by emailView the Public FAQ Frontend Standard Demo:Log in
Extended Demo:Log in


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