As our company grows, we’ve felt the need for rewriting our support procedures, so that a Customer which is in trouble can get a simple and immediate way of contacting our customer care.
Part of this big change is OTRS – Opensource Ticket Request System – a really interesting software that enables us to have a dashboard that can be used as a centralized reference point and as a communication base to our customers. OTRS is also compliant to the ITIL Service Desk guidelines, which we are stuck to.
Sure we will make another success case out of our Service Desk, and have our customers happier too. Cheers!