OTRS OTRS, an acronym for Open-source Ticket Request System, is a free and open-source trouble ticket system software package that a company, organization, or other entity can use to assign tickets to incoming queries and track further communications about them. It is a means of managing incoming inquiries, complaints, support requests, defect reports, and other communications.
1. Dashboard User Interface Icons and Menu At the very top left of the User Interface, you'll find several Icons. These Icons are. Queue View Responsible Tickets Reminder Reached Total Responsible Tickets Total Locked Tickets Reminder Reached Total Locked Tickets Total Edit Personal Preferences Logout The Menu Items are. Dashboard Customers Tickets FAQ Reports Admin Search NOTE - Left Mouse button Click and drag the buttons to reorder their position in the Dashboard.	2. Ticket User Interface Icons, Articles and Widgets The ticket User Interface populates with Icons, Articles and widgets . These elements are. The Queue and Dashboard Icons Article Overview Articles Ticket Information Widget Customer Information Widget Linked Object Widget	3. Workflows React to a New Ticket How to create a phone ticket How to create an email ticket How to push an email into OTRS How to assign an Owner How to add a Note How to add a Reminder How to Split a ticket How to Merge a new ticket to an existing ticket How to Create a Customer User