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Description

We create innovative solutions, providing top-notch services to organizations across the globe. Our Product Solutions are meticulously developed based on the foundational principles that shape the entire ECM industry. We recognize the challenges you face and are committed to supporting you with our exceptional service offerings and extensive domain expertise. By partnering with us, you can revolutionize your business operations and enhance overall efficiency. FineDocs serves as a sophisticated, resilient, scalable, and user-friendly ECM platform, empowering organizations to unlock the full potential of their content, information, and knowledge through enterprise-grade applications, tools, and technologies. Transition to a more agile approach while minimizing on-premises IT costs by utilizing FineDocs' Software as a Service model. With FineDocs, you can archive content effectively and enjoy smooth access in conjunction with MS-SharePoint, facilitating improved information governance. Additionally, our FineDocs Mobile Apps provide rapid and secure access to business content, enabling you to make informed decisions from anywhere at any time and ensuring you stay connected to your business needs.

Description

OTRS can be used to support any team within your company. It combines all the tools necessary to make service management successful. - Ticketing - calendaring, - CMDB Process management Reporting Multiple channels for customer access Knowledge base Service catalog and other information. Your teams have all the information they need and workflows at their fingertips to provide seamless service and customer satisfaction. Customers love the self-service options available through an external portal. They can share knowledge bases articles and informational pages, and they can send requests directly to your team. The SERVIEW CERTIFIED TOOL seal was given to the OTRS service management software.

API Access

Has API No 

API Access

Has API No 

Screenshots View All

Screenshots View All

Integrations

Conectys No 
Help Desk Migration No 
Inserve No 
Jira Work Management No 
Netdata No 
Opsview No 
SaaSOps Marketizer Yes 
Shift No 
Workativ No 
Zero Incident Framework No 
openITCOCKPIT No 

Integrations

Conectys Yes 
Help Desk Migration Yes 
Inserve Yes 
Jira Work Management Yes 
Netdata Yes 
Opsview Yes 
SaaSOps Marketizer No 
Shift Yes 
Workativ Yes 
Zero Incident Framework Yes 
openITCOCKPIT Yes 

Pricing Details

No price information available.
Free Trial No 
Free Version No 

Pricing Details

Based upon needs. Contact sales@otrs.com for a quote.
Free Trial Yes 
Free Version No 

Deployment

Web-Based Yes 
On-Premises Yes 
iPhone App Yes 
iPad App Yes 
Android App Yes 
Windows No 
Mac No 
Linux No 
Chromebook No 

Deployment

Web-Based Yes 
On-Premises No 
iPhone App No 
iPad App No 
Android App No 
Windows No 
Mac No 
Linux No 
Chromebook No 

Customer Support

Business Hours No 
Live Rep (24/7) No 
Online Support No 

Customer Support

Business Hours Yes 
Live Rep (24/7) Yes 
Online Support Yes 

Types of Training

Training Docs No 
Webinars No 
Live Training (Online) No 
In Person No 

Types of Training

Training Docs Yes 
Webinars No 
Live Training (Online) Yes 
In Person Yes 

Vendor Details

Company Name

Pyramid IT Consulting

Website

www.finedocs.com

Vendor Details

Company Name

OTRS Group

Founded

2003

Country

Germany

Website

www.otrs.com

Product Features

Business Process Management

Access Controls / Permissions No 
Alerts / Notifications No 
Business Process Automation No 
Business Rules Management No 
Collaboration Yes 
Process Change Tracking No 
Process Mapping No 
Process Modeling & Design Yes 
Visual Workflow Management No 

Document Management

Access Controls No 
Archiving & Retention Yes 
Collaboration Tools Yes 
Compliance Tracking Yes 
Document Archiving Yes 
Document Assembly No 
Document Capture No 
Document Conversion No 
Document Delivery No 
Document Indexing Yes 
Document Retention Yes 
Electronic Signature No 
Email Management No 
File Recovery Yes 
File Type Conversion Yes 
Forms Management No 
Full Text Search No 
Offline Access Yes 
Optical Character Recognition Yes 
Print Management No 
Version Control No 

Product Features

Business Process Management

Access Controls / Permissions Yes 
Alerts / Notifications Yes 
Business Process Automation Yes 
Business Rules Management Yes 
Collaboration Yes 
Process Change Tracking Yes 
Process Mapping Yes 
Process Modeling & Design Yes 
Visual Workflow Management No 

Complaint Management

Case Management Yes 
Complaint Classification No 
Corrective Actions (CAPA) No 
Customer Complaint Tracking Yes 
Feedback Management Yes 
Forms Management Yes 
Issue Tracking Yes 
Quality Assurance Management No 
Routing Yes 
Self Service Portal Yes 
Social Media Monitoring No 
Survey Management Yes 

Field Service Management

Billing & Invoicing No 
Contact Database Yes 
Contract Management Yes 
Customer Database Yes 
Dispatch Management No 
Electronic Signature No 
Inventory Management Yes 
Mobile Access Yes 
Payment Collection in the Field No 
Quotes / Estimates No 
Routing No 
Scheduling Yes 
Service History Tracking Yes 
Time Clock No 
Work Order Management Yes 

Help Desk

Alerts / Escalation Yes 
Automated Routing Yes 
Community Forums No 
Customizable Branding Yes 
Document Storage No 
Email Integration Yes 
IT Asset Management Yes 
Incident Management Yes 
Interaction Tracking Yes 
Knowledge Base Yes 
Known Issue Management No 
Live Chat Yes 
Multi-Channel Communication Yes 
Multiple Brands / Products Yes 
Network Monitoring No 
Real-time Chat Yes 
Self Service Portal Yes 
Service Level Agreement (SLA) Management Yes 
Ticket Management Yes 

Incident Management

Audit Trail Yes 
Corrective Actions (CAPA) No 
Disaster Recovery No 
IT Incident Management No 
Incident Reporting Yes 
OSHA Compliance No 
Root-Cause Diagnosis No 
Safety Management No 
Task Management Yes 
Ticket Management Yes 

IT Service

Contract Management Yes 
IT Asset Management Yes 
Incident Management Yes 
Knowledge Management Yes 
Release Management Yes 
Self Service Portal Yes 
Service Catalog Yes 
Service Reporting Yes 
Ticket Management Yes 

ITSM

Asset Tracking Yes 
Availability Management Yes 
Change Management Yes 
Configuration Management Yes 
Contract/License Management Yes 
Dashboard Yes 
Incident Management Yes 
Problem Management Yes 
Project Management No 
Release & Deployment Management Yes 
Self Service Portal Yes 

Service Desk

CMDB Yes 
Change Management Yes 
IT Asset Management Yes 
Incident Management Yes 
Knowledge Base Yes 
Mobile Access Yes 
Procurement Management Yes 
Remote Control No 
SLA Management Yes 
Self Service Portal Yes 

Tradesman Job Management

Contract Management No 
Customer Database No 
Dispatch Management No 
For Builders No 
For Electricians No 
For Field Service Businesses No 
For HVAC No 
For Plumbers No 
For Roofers No 
Invoicing No 
Job Tracking No 
Payments No 
Quoting No 
Reporting No 
Scheduling No 
Time Tracking No 

Workflow Management

Access Controls/Permissions Yes 
Approval Process Control No 
Business Process Automation Yes 
Calendar Management Yes 
Compliance Tracking No 
Configurable Workflow Yes 
Customizable Dashboard Yes 
Document Management No 
Forms Management Yes 
Graphical Workflow Editor Yes 
Mobile Access Yes 
No-Code No 
Task Management Yes 
Third Party Integrations Yes 
Workflow Configuration Yes 

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