OTRS is a platform independent Web-based help desk system that supports service organization of any kind (e.g. IT service, customer and technical product service, complaint management, public services, etc.) to increase their efficiency. It increases transparency as well as service quality and lowers your total cost of ownership. It has been certified ITIL V3 compatible by PinkVERIFY for incident, problem, change, service asset and configuration, request fulfillment, and knowledge management. Other ITIL processes like service catalog and service level management are supported as well.
TurnKey OTRS Appliance is a server appliance for OTRS, a trouble ticket system with many features for managing customer telephone calls and e-mails. The system is built to allow your support, sales, pre-sales, billing, internal IT, helpdesk, and other departments to react quickly to inbound inquiries. It is designed to be easy to use and easy to maintain. Security patches are automatically installed. It provides a Web management interface, configuration console, and an AJAX Web shell. To minimize footprint the appliance is built from the ground up with the minimum required components. It runs everywhere thanks to multiple build formats, including an installable live CD, a VMDK with OVF support, and an Amazon EC2 AMI.