The OTRS Feature Comparison

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1 Open Source Software Business Solution powered by 4 The Feature offers you a sea of possibilities to bring your service management up to speed. In addition to the reliable and proven basis that is the framework, it is essential to choose the right equipment for your ship. These are the features, and they will determine whether your journey will be adventurous and on-the-edge, or swift and relaxed. The following summary of all features included with and the Business Solution or that can be added flexibly on a modular basis should help you choose the right solution. Business Solution ** Integrated Cloud Services Chat* Ticket Timeline View* Article Attachment Overview * Dynamic Field Database* Contact with Data* Field Selection Dialog* Business Solution Theme* Integrated Features Customer Portal Masks for phone, and process tickets Statistics Automatical notifications

2 The Feature Business Solution ** Integrated Features (continuation) Powerful search Adding of dynamic fields Pending reminder Internal notifications Templates for signatures, texts and auto-responses Customer Informationcenter Process Management Generic Interface Service catalog Additional, freely selectable Features Survey Time accounting Knowledge database iphone app System monitoring Master slave ::ITSM Module ::ITSM CMDB (General Catalog) ::ITSM Configuration Management ::ITSM Change Management ::ITSM Service Level Management

3 The Feature Business Solution ** Additional, freely selectable Business Solution Features Maximum number of simultaneously installed, freely selectable Business Solution Features 3 7 Unlimited Porting of installed, freely selectable Business Solution Features Additional, freely selectable Business Solution Features Custom Contact Fields Customer Interface Link Object Customer-specific Services Dashboard News Widget Delete Attachements Restore Pending Information Service-based Queue Routing Service Categories Tag Cloud Ticket Watchlist Ticket Workflow Ticket Workflow ITSM** Time Accounting Quota Additional, freely selectable Business Solution Features Advanced Editor Advanced Generic Agent Advanced Ticket Split Customer Activity Widget

4 The Feature Business Solution ** Additional, freely selectable Business Solution Features (continuation) Categories for Text Modules CI Custom Search** CIs in Customer Frontend** Dynamic Sender Addresses Hide/Show Dynamic Fields Queue Responsible Restrict Customer Data View Specific Ticket Notifications State Preselection based on Response Templates Escalation Suspend Ticket Allocation Ticket Forms Ticket Pop-Up Notification Ticket Queue Selection VIP Customer Users Additional, freely selectable Business Solution Features Advanced Escalations Cache Memcached Fast Extended Ticket Stats

5 The Feature Business Solution ** Services Implemenmtation services/consulting Service contract Professional software updates Optional*** Trainings Optional*** Optional*** Custom development Optional*** Optional*** Optional*** * Connection to cloud.otrs.com via HTTPS required ** Requires the usage of the ::ITSM Module *** For optional services or more agents please contact for a separate proposal.

6 The Feature Contact us Website: North America Inc Stevens Creek Blvd. Cupertino, CA USA T: F: Latin America S.A.de C.V. Av. Insurgentes Sur 863, Piso 7 Col. Nápoles Mexico City Mexico T: Europe AG Norsk-Data-Straße Bad Homburg Germany AG Bahnhofplatz 1a Straubing Germany B.V. Schipholweg XC Leiden Netherlands T: F: Asia Pacific Sdn. Bhd. A-32, Menara Allianz Sentral 203 Jalan Tun Sambanthan Kuala Lumpur Malaysia T: F: Ltd. Level 6, 28 Hennessy Road Admiralty Hong Kong T:

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