03.30.20
Fast, modern and secure. Today OTRS Group, leading provider of solutions for process and communication management, launches its new release OTRS 8. The most recent version of the service management suite focuses on individual user needs, making processes and workflows even more efficient with a better user experience.
State-of-the-art user interface, personalization and social media integration take the user experience to a new level
With an innovative user interface, the new release ensures contemporary, highly efficient work. Modern controls, optimized user guidance and many personalization options increase the positive user experience. According to a survey of 500 customer service employees, the majority (62 percent) consider personalization to be very important so this has been implemented in OTRS 8. With the wide range of settings available, there are more than 2500 configuration options.
A selection of OTRS 8 highlight features includes:
The feature Corporate Styles allows for individual layout adjustments at the agent level, a large selection of colors and contrasts, the use of avatars, and corporate branding possibilities.
In addition, each agent has his Personal Organizer with which he can generate lists and search results individually and in real time as well as save these as templates; he can assign icons for faster information retrieval. This allows each user to come up with lists he might need for recurring tasks.
The feature Business Object Lists allows the user to have a live view of other employees who are currently working on a ticket, as well as to display always up-to-date information on all customer inquiries, notifications, running processes and other Business Objects. Data on the business objects, such as priority or status, can be updated directly from the list itself (Inline Editing).
The Scheduled Reports help to improve the handling of statistics and reports with available time templates and individual scheduling options.
A further highlight in OTRS 8 is an option for contacting the service team via Facebook, Twitter or LinkedIn as well as automation options for posting to these sites (Social Media Integration).
All OTRS features can be found here.
Increased performance ensures up-to-date data and speedy decisions
With OTRS 8, employees receive real-time information. Everything happens within the browser window – without time-consuming page reloads (Single Page Application). Any attributes are updated without waiting and replies can be sent directly from the list view. To get more details, users simply need to move the mouse over the customer, agent or other information.
Safety is a top priority
According to a recent survey[1], the majority of companies (61 percent) record one IT security incident per week. Therefore, security should always come first. OTRS 8 has been developed according to Privacy and Security by Design principles and offers security features which are recommended by the technical guidelines developed by the Federal Office for Security in Information Technology: It includes two-factor authentication configurable by administrators as a default setting. End-to-end encryption is standard in the managed environment; OTRS 8 also enables GDPR-compliant operations.
“With OTRS 8, the user and his personal preferences are the focus of attention,” says Christopher Kuhn, COO of OTRS Group. “In a global survey, 71 percent of customer service employees said that their software does not yet fully meet their need for personalization. I am sure that with OTRS 8 we will change that: With over 2,500 configuration options, we offer the highest level of customization, providing the right setting for every employee.”
OTRS 8 is now available in 40 languages and is available both as the managed cloud solution OTRS and as OTRS On-Premise.
In addition, an app for iOS, Android and iPadOS can be used for mobile working.
OTRS 8 offers predefined service processes according to ITIL® (IT Infrastructure Library). OTRS software has been awarded the “SERVIEW CERTIFEDTOOL” seal of approval for 13 ITIL processes.
