In our center for optimizing workflow, improve service quality and effective cooperation with users the OTRS Help Desk system is used.

The system is a universal platform that can be used to support any service. Help Desk combines tools for registering and processing requests of users, modules ITSM, a knowledge base (FAQ), and other necessary tools to work effectively with customer care. Help Desk easily integrates into any infrastructure, creating a unified working environment for the support staff and related departments.

Using the Help Desk allows you to achieve the following results:

1. Create a single point of circulation to support
2. Improve the quality of teamwork
3. Increase the reaction rate
4. Lower service costs
5. Improve the control over the implementation of work
6. Reduce the total number of services failures

Official site: http://www.otrs.com/ru/po/otrs-help-desk/