Chapter 3. First Steps

Table of Contents

Agent Web Interface
Customer Web Interface
Public Web Interface
First Login
The Web Interface - an Overview
The Dashboard
What is a Queue?
What is the Queue Overview?
User Preferences

Abstract

The goal of this chapter is to provide a brief overview of OTRS and the structure of its web interface. The terms 'agents', 'customers', and 'administrators' are introduced. We also login as the OTRS admininstrator and take a closer look at the user preferences available on every account.

Agent Web Interface

The agent web interface allows agents to answer customer requests, create new tickets for customers or other agents, write tickets about telephone calls with customers, write FAQ entries, edit customer data, etc.

Supposing your OTRS host is reachable via the URL http://www.example.com , then the OTRS login screen can be reached by using the address http://www.example.com/otrs/index.pl in a web browser (see figure below).

Figure 3.1. Login screen of the agent interface

Login screen of the agent interface