Tetra can help an organization to set up a Help Desk Management System which enables them to reach out to the customer needs at a fast and efficient pace. The System can be easily integrated and deployed with the current IT landscape due to reliance on Internet and intranet technology.

Tetra provides Help Desk Management Solutions using powerful Open Source Software ((OTRS)) Open source Community Edition. This software besides being enterprise-ready is also powerful in terms of customization and integration capabilities.

It is distributed under the GNU General Public License (GPL) and tested on Linux, Solaris, AIX, FreeBSD, OpenBSD, Mac OS and Windows.

 

Benefits of ((OTRS)) Open Source Community Edition

·       A large community of contributors

·       Very short release cycles

·       A large variety of configurations available on board

·       Responsive design

·       Service/SLA management

·       Connection to ITSM modules

 

Features when working with tickets

       I.          ATTRIBUTES:

·       Prioritization and appointment

·       Built-in statuses with the ability to add

·       Custom fields

·       Mass actions on requests

     II.          COMMUNICATIONS:

·       Internal notes and correspondence within the ticket

·       Drafts for notes and letters

·       Unlimited attachments

·       Tickets and letters templates

   III.          LINKS AND CONTROL:

·       Tickets relations

·       Creating parent and child tickets

·       Splitting and combining

·       Supervision and notification on tickets

 

Features when supporting users

 I.          COLLABORATION:

·       Working groups

·       Assignment and auto-assignment

·       Auto unlock

·       Moving among queues

·       Ticket visibility restriction

·       Access for contractors

II.          AUTOMATION AND PROCESSES:

·       Process designer

·       Schedule tickets handler

·       Event tickets handler

·       Event notification

·       Auto responds

·       Ticket forms

 

III.          CUSTOMER PORTAL:

·       Tickets registration

·       Tickets tracking

·       Communications

·       Service catalogue

·       Knowledge base

·       User surveys

 

IV.          KNOWLEDGE BASE:

·       Article categories and groups

·       Articles for agents and customers 

·       Public articles 

·       Search by keywords and text

·       Pre-moderation of articles BZ

·       Utility rating

 

V.          REPORTING:

·       Built-in dashboard

·       Ready-made metrics

·       Report Wizard

·       Autogenerate reporting

·       Customization options

·       Integration with BI

 

VI.          SECURITY/SAFETY:

·       Permissions for tickets by roles and groups

·       Access rights to individual operations

·       Synchronizations of groups and roles from LDAP

·       SSO agents and customers

·       SSL S/MIME PGP

·       2-factor authentication

 

VII.          SLA:

·       SLA for services and queues

·       Business hours and weekends

·       Time zones for groups and SLAs

VIII.          TIME CONTROL:

·       Reminders on tickets

·       Actual time tracking

·       Calendars

 

IX.          INTEGRATIONS:

·       Outgoing and incoming mail handlers

·       SOAP and REST webservices

·       External databases

 

X.          PRODUCTIVITY:

·       Tickets archiving

·       RAM-cashing

·       Cluster Solutions

 

XI.          PERSONALIZATION:

·       Built-in themes

·       Open CSS

·       Personal settings for agents and customers

 

XII.          CUSTOMER MANAGEMENT:

·       Additional fields for client

·       Companies support

·       Multiple customer data sources

 

Why choose us

·       We offer the all-in-one package for ((OTRS)) Open source Community Edition

·       We support you with best practices that fit your needs 

·       Our developers are fluent in Perl