Supporting Multiple Customers with Multi-Tenancy on OTRS
OTRS support multi-tenancy features for handling scenarios such as MSPs, Call Centers and Support groups that need to cater to multiple customers. OTRS is flexible that allows a high level of customizations for addressing several use cases around multi-tenancy. Within a single OTRS instance you can now define different service catalogs, customer specific support team and access permissions.
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OTRS provides both Help Desk and ITSM feature set that can be used in Mult-tenant scenarios. OTRS allows easy mapping of service catalogue groups to a set of customers and a set of support teams. This basic concept allows administrators to use a single OTRS instance for multiple customers.
Customer Specific Branding
OTRS allows you to create different support URLs for different customers. Each customer login screen can be customized for branding, theme and logo such that each customer login looks different.
Multiple Support Team Structure
Each customer can have his own dedicated support team. Based on customer business support processes, all support agents can be mapped to different roles and services that they are responsible to support. Multiple levels of support agents such as L1, L2 and L3, Supervisor and Manager can be defined in OTRS.
Customer Variable SLA
Quite often, different customers will sign up for different service levels. A Gold customer may expect faster response times than a Bronze customers. You can define, enforce and measure service level agreements (SLA) with a complete service catalog and SLA management framework inside OTRS. Additionally, SLA can be defined that takes in account world time zones, business hours definitions and holiday calendars.
Multiple Email Domains
With OTRS, you can setup multiple support email Ids for communications with end customers such that different companies see different email Ids. This keeps the email communication threads of one customer completely independent of another customer. The mail addresses can belong to different customer companies.
Multiple Active Directory Lookup
For agent and user authentication, OTRS support active directory (AD) lookup and LDAP lookup. In multi-tenancy scenarios, OTRS support multiple Active Directory lookup for authentication.
Access Control Permissions
OTRS provides coarse and fine access control to different features, queues and service defined for customers and agents. Using this access control framework, it is possible to restrict access to a certain set of services for a certain set of customer users. Likewise, it is possible to map agent user permissions to set of customers and subset of services within a service catalogue.
OTRS Multi-tenancy Implementation from Altnix
Altnix has expertise in implementing multi-tenancy inside OTRS . Altnix can completely customize OTRS as per your business needs for complex multi-tenancy scenarios.
24x7 Support for OTRS
Altnix offers 24x7 anytime, anywhere support for OTRS. Our team of experts can support your OTRS on an annual maintenance contract (AMC) basis.