kappsoft
About Kappsoft

KTRS

About Kappsoft

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!

Kapp Ticket Request System

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

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

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
  • Ability 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 full text search
  • Ticket ACL support
  • Ticket workflow feature

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 file manager)
  • 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 your own addons (KTRS API)
  • Easy to write different frontends (e. g. X11, console, ...)
  • A fast and useful application

To-do:

  • API to other ticket systems like Peregrine
  • XML interface
 
box box