Hi Jason,
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Martin Edenhofer Sent: vrijdag 16 januari 2004 0:13 To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS vs. TurnOver
Hi Jason,
On Thu, Jan 15, 2004 at 02:38:47PM -0800, Jason Coltrin wrote:
I will give a brief demo of OTRS to our department heads and compare OTRS to a licensed helpdesk suite called "Turn Over", which runs an AS400 database back-end. Besides the obvious benefits of OTRS (web-based, price, ease of use, email filtering, and support), what are some winning features of OTRS I can highlight?
IMO.
* agent interface web and email based * customer interface web and email based * ease of use for agents and customers * email support (filtering, attachments) * web interface attachments support * customize the output templates (dtl) release independently * Multi language support * fulltext search * SQL database
* commercial support
May I add one more 'IMHO' from a very satisfied user? * Tremendous versatility! The way one can configure and adapt the system to the needs of the company running it is tremendous. It may take quite a bit of study, trial-and-error, tweaking, etc. but you will find out that about 95% of your demands can be satisfied by OTRS without you needing to overthrow all the processes you already have in place at your site. The remaining 5% the system probably just was not designed to do but, due to its openness, you can easily build it in yourself and chances are high that you will find a solution for it on this mailing list. Good luck with your demo. Regards, Tom