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.
The Web Help Desk is customizable cross-platform help desk software. It includes an iPhone app, email-to-ticket conversion, LDAP and Active Directory integration, trouble ticket email notifications, support for billable hours, a self-service knowledge base, asset management components, and much more. It has permissions-based access, including a customer service Web portal, help desk technicians, and help desk administrators.
rt-emailimport is an extension that allows email to be imported from an IMAP mail server directly into Request Tracker, either to treat an email in your mailbox as if it had been sent to RT (complete with autoresponse) or to import one or more messages from a conversation directly into the history of an existing ticket.
rt-flagupdated is an extension that makes any tickets that are unread or have been updated get flagged in ticket listings. Unread tickets are marked with a "*" at the start of the subject line, and tickets with new comments since the last time they were read are marked with "UPDATED" at the start of the subject line.