Chapter 4. First steps in OTRS

Table of Contents

Agent web interface
Customer web interface
Public web interface
First login
An overview to the web interface
What is a queue?
User preferences

Abstract

This chapter 's goal is to give a quick overview about how OTRS is working and how the web interface is structured. The differences between agents, customers and administrators are explained , and the first login as OTRS admin will be accomplished to take a closer look at the user preferences which are available for every account.

Agent web interface

All agents use the agent web interface to work with OTRS. Agents answer the customer requests, create new tickets for customers or other agents, write tickets about telephone calls with customers, write FAQ entries or edit customer data, e.g.

Lets say that your OTRS host is reachable via the URL http://www.example.com then the agents and also the OTRS administrator can reach the login screen by using the address http://www.example.com/otrs/index.pl in a web browser.