November 16, 2010 07:55 ET

OTRS Launches 3.0 Release With All-New GUI

New Ajax-Powered Open Source Help Desk Delivers 30 Percent Quicker Ticket Turnaround

CUPERTINO, CA--(Marketwire - November 16, 2010) - OTRS (, the world's leading provider of open source Help Desk and ITIL-compatible IT Service Management (ITSM) solutions, today launched OTRS Help Desk 3.0, featuring a brand new Ajax-powered interface designed to dispatch help tickets 30 percent faster, under the most demanding usage scenarios.

"OTRS exceeded my expectations and helped to redeem my faith in open source software," stated Paul Hill, System Administrator of the Sitka, Alaska school district. "As a system administrator, you come across open source solutions that are far from refined and so problematic that the amount of work they save aren't worth the time and effort to get them up and running. OTRS was a pleasant change."

"It is our pleasure to release the most powerful and easy to use help desk solution to date, designed for the most demanding high-usage environments," said André Mindermann, co-founder and CEO of OTRS. "OTRS 3.0 brings the user's experiences and workflows front and center with an all new user-centered design, employing the latest Ajax, xHTML, CSS, and other technologies. Extensive beta tests confirmed that our enhanced features and accessibility result in up to 30 percent quicker ticket turnaround."

New Features in Help Desk 3.0
The all-new web front end features customer-configured ticket overviews, a dynamic Ticket Zoom view, enhanced full text search, a separate ticket archive for quick retrieval, and accessibility compliance. Other new features include an optimize web installer, easy intranet integration, and quick identification of new and unread articles.

Free webinar and special 65 percent off upgrade offer
For further information on Help Desk 3.0, to see it in action, or to view a free webinar, please visit

To find out about a limited-time special 65 percent off upgrade to Help Desk 3.0, with the purchase of a support subscription, please visit

About OTRS
OTRS is the leading open-source service innovation suite. The OTRS product suite comprises a Help Desk, an ITIL V3-certified IT service management (ITSM) solution, an associated iPhone App and an underlying technology platform. Over 80,000 corporate groups worldwide use OTRS to improve service, increase customer satisfaction and lower costs. OTRS is available in 27 languages, enabling multi-national corporations to consolidate their service operations onto a single, unified solution. OTRS Group provides world-wide enterprise support, consulting and engineering including process design, implementation, customization, application support, and fully managed hosting. Key customers include industry leaders such as NASA, Siemens, Nokia, and Toshiba. For more information on OTRS products and services, please visit

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