SERVICE DESK SOFTWARE
Ticketing & IT Service management
The Rexpondo Platform is based on ((OTRS)) Community Edition and OTOBO.
E-time & ((OTRS)) Community edition
In addition to our training and consulting services E-Time has chosen this software (the OTRS Community Edition) as a starting point to build customized ticketing and Service Desk solutions. Thanks to its reliability, low cost and high level of customization features OTRS has become the number one trouble ticketing system in the world. Starting from the basic version we are able to:
- design and implement new custom features
- provide consulting, training services before, during and after the implementation
- provide assistance, maintenance and support in Italian and English
- provide, install and personalize Otrs in cloud
REXPONDO is our business unit providing services around ((OTRS)) Community Edition. For further information visit our website: rexpondo.com
ITIL and Rexpondo
Il framework di Rexpondo
Restore IT operations quickly with minimal service interruption
Service Asset e
Identification, management and control of Configuration Items
Prevent and minimize the impact of IT infrastructure challenges
Service Catalogue Management
Managing the entire lifecycle of all customer’s service requests
Availability and accuracy of information for decision makers
Standardized clear methods, processes and procedure used for all changes
Service Level management
Aligning IT services with current and future business needs
WHY SHOULD YOU HAVE IT
Some more reasons
- Web application usable anywhere via browser;
- No licensing costs for operators and no limitation for the number of operators;
- No licensing cost per number of users and no limitation for the number of users;
- Improves communication between operator and end user;
- Better understanding of the history of individual tickets, thanks to a modern, fast and intuitive interface;
- Multilingual support;
- Improves business efficiency;
- Decreases response times to requests;
- Lower service costs.
Customizable and separable interfaces for different users, advanced reporting, ticket processing status overview. Multilingual support.
MIME support and attachments, automatic email filtering with routing to reference queues, configuration of automatic replies, email notifications for new messages, customer replies, unopened messages, etc…
Separate web front-end management for staff, customers, administrators and public users. Definition of categories as needed for cross-departmental use to restrict access to certain user groups. Group-based roles and access management for all web front-ends. ITIL® roles and authorization system. Access Control Lists and Single Sign-On.
Automatic locking of records after a predefined time interval. Management of absences due to illness/holidays.
Ticket creation via web, email, phone, fax, PDA, SMS or SOAP / XML. Ticket templates and auto-response, hierarchical ticket management, ticket organization by queue, assignment to a specific user or multiple users, viewing of ticket history, possibility to change priority and queue, real-time information on ticket status, pending time and escalation time (unit escalation based on SLA), creation and management of own support requests via web access. Optimized generic search of all tickets.
Integrity check to ensure that input is correct and complete. Save frequently used reports, auto-generate and send reports to predefined recipients, export reports, graphs and analysis data to printer, PDF or CSV.
Otrs runs on different operating systems (Linux, Solaris, AIX, FreeBSD, OpenBSD, Mac OS 10.x) and supports different database systems (MySQL, PostgreSQL, Oracle, MSSQL).