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.
- 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
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.
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.
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.
Catalog of services: catalog of services and subservices (tree structure), free or associated with customers, managed by the administration interface.
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.
Massive actions: possibility to carry out massive actions on selected tickets (ex: status change of all selected or searched tickets).
Client Data Change Permissions Controls: Limited access to client data for agents and clients themselves.
User login for Administrators: administrators can access by simulating the login of another operator in order to test the operation of the configurations made.
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.
Cifratura email: supporto delle email cifrate tra operatori e con il customer, utilizzando metodologie S/MIME oppure PGP.
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.
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).
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.
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: 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.
Processi personalizzati: interfaccia che consente di configurare liberamente i propri processi aziendali, tramite form, transizioni, attività, automazioni.
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: You can configure sla and service coverage calendars with the correct time zones for systems used in different countries.
Partial CI update: You can update particular attributes of the CI without having to create new versions, useful for external additions.
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.
Availability of native web services: a series of configurable web services (connectors) are available in the system that act on tickets, CMDBs, FAQs, Sessions.
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.