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KTRS |
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KTRS is an Kapp Ticket Request System (also well known as trouble ticket system) with many features to manage customer telephone calls and e-mails. The system is built to allow your support, sales, pre-sales, billing, internal IT, helpdesk, etc. department to react quickly to inbound inquiries. Do you receive many e-mails and want to answer them with a team of agents? You're going to love the KTRS! |
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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
- Webinterface with Single sign on (e. g. HTTPBasicAuth or LogonTickets)
- Multi language support (Brazilian Portuguese, Bulgarian, Czech, Chinese, Dutch, Danish, English, Estonian, Finnish, French, German, Greek, Hungarian, Italian, Norwegian, Polish, Portuguese, Russian, Slovak, Spanish, Turkish and Vietnam)
- Customize the output templates (dtl) release independently
- Webinterface with multi attachment support
- Easy and logical to use
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Email-Interface: |
- MIME support (attachments)
- PGP support
- SMIME support
- Dispatching of incoming email via email address or x-header
- Autoresponders for customers by incoming emails (per queue)
- Auto convert of incoming html only emails to text/plain (to get it easier searchable)
- Email-notification to the agent by new tickets, follow ups or lock timeouts
- Follow up check based on references and in-reply-to header
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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 print view (PDF)
- Ticket pending feature
- Ticket responsible feature
- Ticket bulk feature
- Ticket hook divider
- Ticket event module layer
- Generic agent to do automatically actions on tickets (based on scheduled jobs)
- Content fulltext search
- Ticket ACL support
- Ticket workflow feature
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System: |
- ASP (active service providing) support
- Calendar / WorkingTime support for time calculations (SLA)
- Customer Source can be used from a SQL databases or LDAP (e. g. eDirectory, AD, OpenLDAP)
- TicketHook free setable like 'Call#', 'MyTicket#', 'Request#' or 'Ticket#'
- Ticket number format free setable
- Database xml interface (driver for different databases including admin tasks like ALTER, CREATE, DROP, ... of tables)
- Database layer, support of different SQL databases (e. g. MySQL, PostgeSQL, Oracle, DB2 and MSSQL)
- A stats framework
- UTF-8 support for frontend and backend
- KTRS web package manager (to install applications like calendar or filemanager)
- Agent authentication against database, ldap, httpauth or radius
- Customer authentication against database, ldap, httpauth or radius
- Creation and configuration of user accounts, groups and roles
- Creation of standard responses
- Creation of sub queue
- 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
- Global TimeZone feature
- Web config editor
- Link support of objects link tickets, faq, ...
- Different levels of permissions/access-rights
- Easy to develop you own addons (KTRS API)
- Easy to write different frontends (e. g. X11, console, ...)
- A fast and useful application
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Todo: |
- API to other ticket systems like Peregrine
- XML interface
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