otrs -- The Open Ticket Request System.<hr>
The Open Ticket Request System (http://otrs.org/) is a web based ticket
system.

Feedback: feedback@otrs.org


Authors: --------
  Carsten Gross <carsten at siski.de> Christian Schoepplein <cs at
  otrs.de> Franz Breu <breu.franz at bogen.net> Fred van Dijk <fvandijk
  at marklin.nl> Lars MÜLLER <lars at m5r.de> Nicolas Goralski <ngoralski
  at oceanet-technology.com> Richard Kammermayer <rk at otrs.de> Stefan
  Rother <sr at otrs.de> Thomas Raith <tr at otrs.de> Vladimir Gerdjikov
  <gerdjikov at gerdjikovs.net> Martin Edenhofer <me at otrs.de>

  OTRS is an Open source Ticket Request System with many features to
  manage customer telephone calls and e-mails. It is distributed under
  the GNU General Public License (GPL) and tested on Linux, Solaris, AIX,
  FreeBSD, OpenBSD and Mac OS 10.x. Do you receive many e-mails and want
  to answer them with a team of agents? You're going to love the OTRS!

  Feature list:

   Web-Interface:
    - Agent web interface for viewing and working on all customer requests
    - Admin web interface for changing system things - Customer web
    interface for viewing and sending infos to the agents - Webinterface
    with themes support - Multi language support (Brazilian Portuguese,
    Bulgarian, Dutch, English,
       Finnish, French, German, Italian and Spanish)
    - customize the output templates (dtl) release independently -
    Webinterface with attachment support - easy and logical to use

   Email-Interface:
    - PGP support - SMIME support - MIME support (attachments) -
    dispatching of incoming email via email addess or x-header -
    autoresponders for customers by incoming emails (per queue) -
    email-notification to the agent by new tickets, follow ups or lock
    timeouts

   Ticket:
    - custom queue view and queue view of all requests - Ticket locking
    - Ticket replies (standard responses) - Ticket autoresponders per
    queue - Ticket history, evolution of ticket status and actions taken
    on ticket - abaility to add notes (with different note types) to a
    ticket - Ticket zoom feature - Tickets can be bounced or forwarded
    to other email addresses - Ticket can be moved to a different queue
    (this is helpful if emails are
       for a specific subject)
    - Ticket priority - Ticket time accounting - Ticket merge feature -
    Ticket ACL support - content Fulltext search

   System:
    - creation and configuration of user accounts, and groups - creation
    of standard responses - Signature configuration per queue - Salutation
    configuration per queue - email-notification of administrators -
    email-notification sent to problem reporter (by create, locked,
    deleted,
       moved and closed)
    - submitting update-info (via email or webinterface).  - deadlines
    for trouble tickets - ASP (activ service providing) support -
    TicketHook free setable like 'Call#', 'MyTicket#', 'Request#' or
    'Ticket#' - Ticket number format free setable - different levels of
    permissions/access-rights.  - central database, Support of different
    SQL databases (e. g. MySQL, PostgeSQL, ...)  - user authentication
    agains database or ldap directory - easy to develope you own addon's
    (OTRS API) - easy to write different frontends (e. g. X11, console,
    ...)  - own package manager (e. g. for application modules like
    webmail, calendar or
       filemanager)
    - a fast and usefull application
</listing>