OTRS is an Open source Ticket Request System with many features to manage customer telephone calls and e-mails. The system is built to allow your support, sales, pre-sales, billing, internal IT, helpdesk, etc. department to react quickly to inbound inquiries. Do you receive many e-mails and want to answer them with a team of agents? You’re going to love the OTRS!
We’ve been running OTRS for the past week. It’s excellent. Many of the email addresses on our website now feed directly into OTRS. Almost everyone here has embraced it and the migration has been fairly painless.
Installing it was mostly painless, except for the usual problems with downloading Perl modules (when CPAN isn’t configured and I CBA configuring it!), and minor configuration problems.
Integrating Spamassassin with it was harder. Here’s the procmail recipes I added to /opt/otrs/.procmailrc
| /usr/bin/spamassassin -P -a
* ^X-Spam-Status: Yes.*
Now all spam going into OTRS gets sent to my email account. Occasionally a non-spam email is marked incorrectly and if so I’ll just bounce or forward it back into OTRS. (It hasn’t happened yet, Spam Assassin is good!)
This is much easier than creating an incoming_spam queue and checking each mail inside otrs. Most mail clients make it easier to delete lots of mails quickly. OTRS doesn’t unfortunately.
There’s a demo of OTRS on their website so take a look at that. It’s well worth it!