Features

Rexpondo a set of features to meet every need

The main features

Rexpondo was born as a fork ((OTRS)) Community edition, therefore it incorporates all the most important features. Here we report some, scrolling the page you will find all the others in detail.

  • differentiated customer and agent portal
  • multi-channel support
  • SLA and priority management
  • activity log
  • Access management, authentication and encryption.
  • Reporting
  • ITSM module



ITIL and IT Service management

ITIL is the framework that collects the best practices of Service Management, which we have chosen for our structure and our customers. We are ready to tell you the benefits:

  • Incident management
  • Problem management
  • Request Fulfillment
  • Service Asset and Configuration Management
  • Change and Knowledge management
  • Service Catalog and Service Level Management

Features

Accessibility


Barrier-Free Access

​Barrier-free access: designed to be compatible with screen readers for the blind (e.g. NVDA and ORCA), accessible without mouse, with keyboard.

Channels


Customer Service Center
Access to customer information (user and / or company): possibility to access all information related to customers, two dashboards, for user customer and company, view of tickets, cmdb, faq.
Phone Communication Channel

Call recording channel: it is possible to identify the articles as phone calls sent or received, in order to record all the events linked to the ticket, even the “external” ones such as a phone call.

Email Communication Channel

Management of communications via email: possibility to carry out all operations related to communication via email: forwarding, replying, single sending, all tracked within the ticket.

Business Object Management


Business Object Lists + Business Object Detail Views

​Access to business objects: full access to business objects (tickets, statuses, attachments, sla, etc.) through customizable lists for each user, search functions with export, and detail forms of the individual elements.

Service Catalog

Catalog of services: catalog of services and subservices (tree structure), free or associated with customers, managed by the administration interface.

Draft Mode for Notes & Emails

​Saving drafts of notes and emails: possibility to save documents (articles) not yet completed as drafts, with the possibility of recovering, editing and sending them.

Internal and External Notes
Internal and external notes: possibility to insert notes by choosing to show them, if visible, only to operators or also to customers.
Bulk Actions

Massive actions: possibility to carry out massive actions on selected tickets (ex: status change of all selected or searched tickets).

Link Layer
​Connection of objects through links: it is possible to connect multiple tickets together through links, in order to make it easier to consult and find all information. Many different elements can be connected to each other, e.g. ticket, cmdb, change, services…
Parent, Child and Custom Link Relations
Disponibilità di diverse tipologie di link: sono disponibili diverse tipologie di link in modo da definire il tipo di relazione (es. Parent Child), è possibile definire nuove tipologie di link custom. In questo modo da un unico punto si possono avere tutte le informazioni necessarie facilmente raggiungibili.

Security & Permissions


Customer Data Modification Permission Controls

Client Data Change Permissions Controls: Limited access to client data for agents and clients themselves.

Change Role to User

User login for Administrators: administrators can access by simulating the login of another operator in order to test the operation of the configurations made.

Change Role to Customer User

User login by customer: administrators can log in by simulating the login of another customer in order to test the operation of the configurations made.

Encryption & Signing for Emails via S/MIME or PGP

Cifratura email: supporto delle email cifrate tra operatori e con il customer, utilizzando metodologie S/MIME oppure PGP.

Parent, Child and Custom Link Relations

Disponibilità di diverse tipologie di link: sono disponibili diverse tipologie di link in modo da definire il tipo di relazione (es. Parent Child), è possibile definire nuove tipologie di link custom. In questo modo da un unico punto si possono avere tutte le informazioni necessarie facilmente raggiungibili.

2-Factor Authentication
Two-factor authentication: adds an additional layer of security during login, introducing, in addition to entering the password, also the insertion of an OTP code, sent via the user’s preferred system, app, email, sms.
Owner & Responsible Assignment

Assignment to operator and manager: each ticket is assigned to the operator, i.e. the user who is in charge of the ticket. It is also possible to specify an additional user, the manager, who thus obtains access to the ticket and receives notifications (usually this is the queue “manager” or project manager).

Group Based Access Control Management

Accessi basati su gruppi e ruoli: utilizzando un sofisticato meccanismo basato su gruppi, ruoli (all’interno del gruppo) e ACL è possibile gestire in modo efficace e puntuale i livelli di abilitazione degli operatori.

Automation & Processes


Process User Task Activities
Activity (task) for operators: using the processes it is possible to assign to operators one or more activities to be carried out, each activity has a dedicated form to fill out.
BPMN-compliant Wording in Process Management

BPNM nomenclature adopted: the nomenclature and graphics adhering to the BPMN ISO standard have been adopted in order to make the configuration environment consistent with external tools and previous knowledge of users.

Custom Process Forms

Custom process forms: it is possible to define custom process forms, the forms accessible in the ticket guide the user in carrying out the process and completing the process activities.

Custom Business Processes

Processi personalizzati: interfaccia che consente di configurare liberamente i propri processi aziendali, tramite form, transizioni, attività, automazioni.

Text Modules
Custom templates: definition of custom templates to be used in communicating with the applicant. They are texts present by default in the forwarding or replying emails, not to be confused with the FAQ, which are pre-packaged contents that can be inserted in the ticket / article.
Classification and Categorization of Tickets
Ticket classification: Tickets can be classified and categorized based on many parameters, by queue, by type, by priority, etc …

Time Management


Help Pop-ups for SLAs
SLA information: on the ticket the operator has all the necessary information available, how much time is left until the sla expires and when the sla will expire
Definition of Response, Solution, Update & Reminder Times

Configurable times: you can define escalation levels linked to: first response to the ticket, subsequent responses, and total time available to close the ticket (resolution).

Time Zone Support

Time zone support: You can configure sla and service coverage calendars with the correct time zones for systems used in different countries.

Definition of Business Hours
Coverage calendars: it is possible to configure service coverage calendars that indicate, for example, the working hours of operators, and are used for the correct calculation of SLA times (example excluding weekends or lunch breaks).

Integration


Partial CI Update

Partial CI update: You can update particular attributes of the CI without having to create new versions, useful for external additions.

Web Service Data Mapping

Configurable web services: in OTRS a series of web services are available for external integrations, the data both in the request and in the response can be mapped from the configuration interface, without the need for code changes.

Web Service Collection

Availability of native web services: a series of configurable web services (connectors) are available in the system that act on tickets, CMDBs, FAQs, Sessions.

Web Service Framework

Supported the development of web services: it is possible to use the existing infrastructure to extend OTRS with web services developed ad hoc, which can still be managed through interface and data mapping.

Customer Management


Customer User Information
Customer information: they are available in many points of the system, when creating a new ticket you have, for example, the list of tickets already open, information available either in the details of the tickets or in the section dedicated to the display of user customer data their companies.
Customer User Attributes
Custom attributes: it is possible to add data (attributes / fields) to customer users in order to record specific data not foreseen by the standard Rexpondo installation.
Customer User Assets
CMDB customer association: it is possible to assign the cmdb objects to a customer user and / or his company, the operators can then view the assets of a specific customer.
Customer Attributes
see “Customer User Attributes” but this time for customer user companies.

Knowledge Management & Self Service


Dynamic Finder Result Views
Display of results in dynamic search: the results are filtered by checking the relevance of when entered as a search.
Dynamic Finder
Dynamic search: search for a specific object within the system and store the search criteria in the personal agenda for better consultation.
Access Free Public Information
Free access to public information: it is possible to retrieve useful information without having logged in to the system
Independent Customer Service Catalog
Independent Service Catalog: Ability to create a completely independent service catalog to allow customers to easily create tickets using the built-in editor.
Rexpondo Customer Service Center
Rexpondo customer service center: through a specific customer id, it is possible to access tickets, knowledge base, service catalog, creation of test instances and receive information on data processing documents for free.
Knowledge Base
Knowledge base: Agents and customers have access to the knowledge base divided into articles and categories so that they can use these articles in tickets or send them via email.
Watch Tickets
Observe Tickets: Tickets can be “observed” (eg like on eBay). The observer receives information on the status as if he were the owner of the ticket, without, however, being directly involved.
Split & Merge Tickets
Ticket Split & amp; Merge: the Split function can be used for inserting new items into the ticket, while the “Merge” function can be used to move all objects from one ticket to another.
Support for Tracking and Watching
Tracking and Viewing Support: Similar functionality to “Observe Tickets”. In addition to observing tickets, searching and setting up notifications can be done manually.

Individualization


Personal Avatar Menus
Personal avatar menu: thanks to the settings of your personal profile, you can use your own avatar (or use one from gravatar.com) and customize the time zone or the off-site schedule with a few simple clicks.
Corporate Designs
Corporate designs: Rexpondo has a choice of ten customizable color variants so that you can define your work environment based on the corporate brand you are a part of. You can choose between light or dark mode and the high contrast style variations suit all available functions.
Corporate Design for Agent Interface
Corporate Design for the agent interface: the user can select colors and images related to the brand of his company.
Custom Pages
Customizable pages: Thanks to the integrated editor, you can quickly add new pages and new instructions to the customer portal.
Personal Dashboards
Personal dashboard: you can freely choose / customize the visibility, size and position of the system elements, from the ticket list to the statistics.
Corporate Design for Customer Service Portal
Corporate design for the customer service portal: you can customize the system with texts and other elements such as logo, font, images of your company.

Reporting & performance


Custom Statistics and Reports
Customizable Reports and Statistics: Easy-to-read reports can be organized so that complex instructions can be more accurately planned and defined.
Ticket Archiving
Ticket archiving: tickets can be archived, so they are present in the system, but they are hidden. In this way they improve the performance, the loading of the database during the consultation.

Do you need further information? You're in the right place!