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Service Desk and Customer Management Server

Simple, Effective and efficient Open Source Service Desk solution, ideal for wide range of help, case tracking and incident management requirements. Web based, with an ability to be widely adapted to local processes. End-User portal to register and track issues, full email integration.

Features

i

Web based service desk software to bring together dispersed teams

l

IT Service Management, Customer Service, Call Centres, and Resolver Group

Role and Group based access control

Issue tracking, Customer information and configuration database (CMDB)

Full email integration. End User Client portal, create track issues

v

Simple and Efficient, Low bandwidth and secure networks supported

Secured, audited, managed, and under configuration control

Available in a range of sizes and configurations

Resilience and Highly Available configurations, to support service levels

OTRS(R) Open source solution

Benefits

  • Simple no client software required for deployment
  • Viewdeck Secure Server platform, an NSA compliant VM build
  • Available for Web and Tier 1 services
  • Suitable for Public, Private, Shared Cloud environments
  • Hardened Tested stable platform
  • Integrates into a wide range of web and collaboration tools
  • Works with Skyscape, AWS and private clouds
  • Self administer via Web interface, or fully managed service

 

Complementary Products and Services

  • Viewdeck Management Domain Service
  • Viewdeck Collaboration and Community Web Service(Wiki)
  • Viewdeck Video Remote Meeting, Presentation and Conferencing Service
  • Viewdeck Web Video Conferencing Service
  • Viewdeck Resilient Database Server as a Service
  • Viewdeck Secure Mail Server as a Service
  • Viewdeck VPN Service

Client Access

  • Browser – Firefox, Google Chrome, Safari, or Internet Explorer (versions 9 or better)

Dependencies

  • A Viewdeck Patch Server is a requirement to provide a patch service and Virus/Rootkit signatures upgrades
  • A Viewdeck Log Server is a requirement to provide event monitoring for the service
  • A Viewdeck Monitor Service is required to provide availability and host health check monitoring
  • Backup Solution providing secure offline remote cloud based storage is required. The Viewdeck Backup Service provides a suitable service
  • The Secure Mail Server with connectivity to the secure administration mailbox providing alerting and reporting from the hosts
  • Secure Remote Administrator Access via a suitable secure network. This will vary depending on the hosting environment

OTRS is an industry standard, open source, Service Desk and user IT Service Management solution. In widespread use across government, public sector and private sector, it provides a capable ITIL aligned web based tool suitable for a range of scaled, complex and enterprise service support tasks.

Available as a Self-Administered, or fully managed option, all access is available via the Web interface, no client application installation required.

The Service Desk and Customer Management as a Service comes with a complete set of services (including a database service). It can be used with the Viewdeck Resilient Database Server as a Service to provide a High Availability solution, scalable to large numbers of concurrent agents and users.

Trademarks and Copyrights: 

  • Ubuntu and Canonical are registered trademarks of Canonical Ltd.
  • OTRS is a Trademark of OTRS Inc