OTRS Help Desk Training Courses

Altnix offers Training Course on OTRS Help Desk Administration. OTRS is an industry-leading open source software that provides IT Help Desk and ITSM features. Altnix can train your employees on how to setup new OTRS installation as well as administer OTRS on a daily basis. Altnix provides standard courses as well as custom training modules tailored for specific organizational requirements.

OTRS Training Courses

The following courses are from Altnix

  • OTRS Help Desk Basic Administrator Training – $950 per attendee
  • OTRS Help Desk Advanced Administrator Training – Advanced

Standard Corporate Training

Altnix offers training on OTRS Help Desk based on a standard course structure mentioned below. We can provide in person training or live online training where courses are delivered over a web conference tool. We deliver our lectures in English at reasonable rates.

Customized Training

Customers already using OTRS may need customized training on specialized topics of interest. In such cases, Altnix can provide custom training courses based on your requirements. Please contact This email address is being protected from spambots. You need JavaScript enabled to view it. to request a custom training session.

Course Syllabus

Course Syllabus for OTRS Help Desk Administrator Training – Basic

 Duration of the Course:

 2 Days

 Mode of Delivery:

 In Person or Live On-Line

 Course Content:



 Topics Covered



OTRS Help Desk Installation

  • Operating System Level Dependencies
  • OTRS installation Process

 OTRS Basics

  • Overall oTRS Architecture
  • File Locations and Directory Structure

 Service Catalog

  • Creating Service Catalogs
  • Basic Understanding of Queues
  • Role of Post Master Queue
  • Using Sub-Queues
  • Mapping Services to Queues
  • Creating Agents
  • Roles and Permissions for Agents
  • Assigning Agents to Queues
  • ACL and access controls for Agents
  • Creating new customer users in OTRS
  • Assigning Queues and Services to Customers
 Service level Agreements


  • SLA for Services
  • SLA for Queues
  • Defining SLAs
  • Mapping SLAs to Customers
 Mail Settings
  •  Mail Gateway setup
  •  Email address and Alias definition
  •  Defining escalation matrix in OTRS
  •  Approaches to Escalations
  •  Triggering notifications to agents and customers
  •  Notification Templates
 Auto Responses
  • Auto-response templates
 Calendars And Time Zones
  •  Defining Calendars and Time Zones
 Event handlers
  •  Event Handler basics
 Backup and Restore
  • Backup and Restore of OTRS
  • Basic Report generation in OTRS
  • Introduction to Custom Reports


Pricing and Training Schedule

Please contact our training team This email address is being protected from spambots. You need JavaScript enabled to view it. or INDIA: +91-70-4524-1620 or +91-88-9800-8789 and US: +1-678-833-7339 for details on pricing and schedule for Training courses.


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