Today, OTRS released its free iPhone and iPad mobile help desk app. The app can access OTRS’s customer service solution from anywhere at any time.

OTRS provides an open source project, a Help Desk and IT Service Management solution, free of charge. Over 80,000 corporations use OTRS for their customer support or other enterprise needs.

The addition of the help desk iPhone app extends the functionality of the OTRS project. The iPhone app enables remote access, real-time ticket tracking while traveling, and instantaneous iPhone syncing with the main system. Additionally, users of the help desk app can access multiple help desks; personalize and configure their ticket management interfaces; create new tickets from within the app; manage, edit, and escalate tickets; and answer help desk queries via email.

OTRS Help Desk iPhone App interface: main menu and ticket view

“We are excited to offer our new iPhone app that enables the management of customer service information 24/7, from anywhere in the world,” says Paul Salazar, GM of OTRS North America. “We are equally proud to enable users to download the application free of charge, to connect to our open source software. At OTRS, we believe in freedom of choice, freedom from vendor lock-in, and the freedom of open source.”

In other OTRS-related news, the help desk project went into its 3.0 beta last week. The new update features an all-new Graphical User Interface (GUI) with a new ticket dashboard, Ticket Zoom view, improved search, interactive Global Ticket overview, ticket archiving, and accessibility compliance. An outside firm, ma ma interactive system design, aided the open source company in making the help desk solution user-friendly in interface and design. OTRS estimates that the new release will allow help desk agents to resolve requests 30% faster.

More feature details and screenshots of the new iPhone app can be found at the OTRS website at: http://www.otrs.com/en/products/iphone-app/