New webinar from OTRS demonstrates the benefits of workflows add-on feature for service desk management

OTRS’ ‘ticket workflows’ feature is proving a hit with clients managing complicated processes and incoming tasks and data in service desk management. A new webinar includes a step-by-step guide to how the feature works.

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Service desk management works more efficiently with OTRS ticket workflow add-on

OTRS ticket workflow add-on feature increases efficiency of service desk management

Our goal at OTRS is to optimise services and reduce costs for our customers, and the ticket workflow add-on offers an even greater level of control and efficiency to companies who need to manage a wide range of tasks across teams.

Cupertino, CA, United States (PRWEB UK) 2 July 2014

OTRS Group, the world’s leading provider of cloud-based solutions for service desk management, has produced a webinar to guide customers through the ticket workflow add-on module. The 20-minute webinar explains how the workflows add-on can help companies manage tasks effectively, and includes a step-by-step guide to setting up a workflow ticket and managing a task to completion.

The ticket workflow feature add-on from OTRS comes at a time when companies are increasingly turning to automating workflows in marketing. The workflow add-on also illustrates OTRS’ dedication to continued product development, as well as their ability to offer customers support as they deal with increasingly complicated processes to manage information.

The ticket workflow add-on allows users to easily define business workflow templates for common tasks. The workflow ‘task’ ticket can be dependent on any other task(s) in that workflow, which gives users a high level of control over the order in which tasks are completed. Each task ticket within a workflow can be predefined using the following fields:

  •     Queue
  •     Subject
  •     Body
  •     Owner
  •     Priority
  •     Attachments

Each user has access to a dashboard widget to keep track of tasks and progress. This means cross-functional teams can work seamlessly together to complete tasks efficiently.

Approximately 20% of OTRS customers are now using the tickets workflow add-on feature. US companies like MobileMini, Excelitas, HP, the Nebraska Medical Centre, as well as the UK based London Internet Exchange are using it to successfully manage tasks and benefit from a more holistic approach to business.

Christopher Kuhn, COO at OTRS explains, “Our goal at OTRS is to optimise services and reduce costs for our customers, and the ticket workflow add-on offers an even greater level of control and efficiency to companies who need to manage a wide range of tasks across teams. The workflow module has proved incredibly popular with many of our clients, and we are proud that it has become integral to how they work.”

Companies interested in the ticket workflow add-on can view the webinar recording here. For more information about the range of OTRS services, visit the OTRS website.

About OTRS:

OTRS is the vendor and world’s leading provider of the open source OTRS Service Management suite, including the cloud-based Managed OTRS solution, as well as the OTRS Help Desk software and the ITIL® V3 compliant IT Service Management software OTRS:ITSM. With subsidiaries in the US, the Netherlands, Hong Kong, Malaysia, and Mexico, OTRS offers Managed Services as well as trainings, service support, consulting, and software development to businesses that want to increase the efficiency of their service management while saving costs and resources. Key customers include industry leaders such as NASA, IBM, Siemens, and Kentucky Fried Chicken, as well as 130,000 other organizations worldwide. OTRS is available in 33 languages, offers an associated iPhone App, and is used by 60 percent of DAX 30 companies. Find out more about OTRS and our services at http://www.otrs.com.


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Network management software producer OTRS Group's COO Christopher Kuhn Christopher Kuhn, COO of OTRS Group

Christopher Kuhn is the COO of OTRS Group offering the network management software OTRS