OTRS as we already know is an Open source ticketing tool and it is very light that it can be accessed from a browser and do not need a client to be installed. I like the pending reminder and the Auto-Close feature, which helps me manage all the incidents or tickets that are assigned to me very efficiently

The whole OTRS Logic in the back end is very simple and as a result everything loads and get processed quickly. Emails sent to a particular set email address can be configured to generate a ticket and this ticket can be followed up to closure. Each note entered or response email gets recorded permanently.

OTRS makes my life easy by giving a holistic view of active tickets and also of previous tickets. OTRS also follows ITIL principles for Incident management and change management. We can also link tickets with either a FAQ or an SOP for future reference.