Review on OTRS by Bob Vulpes

The ease of use, reporting tools are very useful to track tickets in real time as well as historical reports for managers or clients who want more detailed information about their ticket status over an extended period of times than just at day end. It can be difficult sometimes when you have multiple users accessing your system from different platforms (mobile phones). I would recommend using this software if all employees access it through one portal/platform which makes management easier since there's only 1 point of contact with customers instead of many people involved handling customer service issues individually. We used OTRS extensively while managing our call center during COVID-19 crisis where we had limited manpower due to safety concerns related to coronavirus pandemic situation. This helped us provide excellent level of services by effectively tracking each case handled. Also made sure everyone was working remotely without any interruptions so they could continue providing.