OTRS User Manual

This work is copyrighted by OTRS AG (https://otrs.com), Zimmersmühlenweg 11, 61440 Oberursel, Germany.

Permission is granted to copy, distribute and/or modify this document under the terms of the GNU Free Documentation License, Version 1.3 or any later version published by the Free Software Foundation; with no Invariant Sections, no Front-Cover Texts, and no Back-Cover Texts. A copy of the license can be found on the GNU website.

Agent Interface

• Login to Agent Interface
  • Email Authentication
  • Authenticator App
  • First Login
• Navigation And Usage
  • Navigation Elements
  • Business Objects
  • Business Object Lists
  • Business Object Detail Views
• Personalization
  • User Profile
  • Security
  • Notification Settings
  • Customize Organizer
  • Get Help
  • Chat Availability
  • Login / Logout
• Personal Dashboard
• Tickets
  • Create Ticket
    • Properties Widget
    • Customer Information Widget
    • Customer User History Widget
    • Customer History Widget
  • Ticket List
    • Ticket List Actions
  • Ticket Detail View
    • Ticket Detail View Widgets
    • Ticket Detail View Actions
    • Sidebar
• Articles
  • Article Detail View Actions
• Knowledge Base Articles
  • Create Knowledge Base Article
  • Knowledge Base Article List
  • Knowledge Base Article Detail View
    • Knowledge Base Article Detail View Widgets
    • Knowledge Base Article Detail View Actions
• Customers
  • Create Customer
  • Customer List
  • Customer Detail View
    • Customer Detail View Widgets
    • Customer Detail View Actions
• Customer Users
  • Create Customer User
  • Customer User List
  • Customer User Detail View
    • Customer User Detail View Widgets
    • Customer User Detail View Actions
• Notifications
  • Notification List
    • Notification List Actions
• Statistics and Reports
  • Reports
  • Statistics
• Calendar Overview
  • Calendar Widgets
  • Add Appointment
    • Appointment Settings
    • Repeating Appointments
• Chat
  • Chat Availability
  • Chat Request List
  • Start New Chat
    • Agent to Agent
    • Agent to Customer User
    • Customer User to Agent
    • Public User to Agent
  • Chat Bubble
• Search
  • Search Parameters
• Mobile App
  • Manage Accounts
  • Using the App

External Interface

• Login to the External Interface
  • Login
  • Create Account
  • Change Password
  • Two-factor Authentication
• Home Page
• Main Navigation and Footer
• Personal Preferences
  • General
  • Security
• Create New Tickets
• Ticket List
  • My Tickets
  • Company Tickets
• Ticket Detail View
• Ticket Notifications
• Service Catalog
• Knowledge Base
• Search
• Custom Pages
• Chat
  • Customer User To Agent
  • Public User to Agent
    • Agent to Customer User