OTRS or Open Ticket Request System is an open source Ticket Request System. It is also well known as Trouble Ticket system. The system comes with many features including managing customer telephone calls and emails.

The system is built to support sales, pre-sales, billing, internal IT, and helpdesk departments to react quickly to incoming inquiries. It is useful for people who receive a large number of emails and want to answer them with a team of agents.

OTRS is distributed over the Internet under the GNU General Public License. It has proven its efficiency on most of the operating systems like Linux, Solaris, AIX, FreeBSD, OpenBSD, Mac OS 10.x and Windows operating systems.

OTRS is a combination of nice design with ease to use. It is installed simply and configured with an instinctive interface. However, it is quite powerful to handle high volume requests. MySQL database serves as the high-performance backend for OTRS.

The features provided in OTRS Web-Interface are:
· Agent web interface for viewing and working on all customer requests
· Admin web interface for changing system things
· Customer web interface for viewing and sending info to the agents
· Web interface supporting themes
· Web interface with Single sign on (e. g. HTTPBasicAuth or LogonTickets)
· Multi language support (Brazilian Portuguese, Bulgarian, Czech, Dutch, English, Finnish, French, German, Italian, Polish, Portuguese, Russian and Spanish)
· Customize the output templates (dtl) release independently
· Web interface with multi attachment support
· Easy to use and logical interface