OTRS training
Master OTRS for efficient service desk operations. Learn to design queues, SLAs, ticket workflows, knowledge bases, automations, and dashboards to reduce resolution times, ensure SLA compliance, and provide scalable IT support.

flexible workload of 4 to 360h
valid certificate in your country
What will I learn?
Learn to design OTRS queues, services, and SLAs for organised request handling and timely delivery. Master ticket states, mandatory fields, templates, knowledge base integration, assignment, escalation, dashboards, reports, and quality checks to monitor performance, avoid SLA violations, and enhance support processes.
Elevify advantages
Develop skills
- Design OTRS queues and SLAs to build efficient multi-level support structures.
- Master ticket lifecycle by configuring states, routing, and auto-assignment rules.
- Build knowledge base and templates for quick, reusable ticket responses.
- Create reports and dashboards to monitor SLA compliance and service quality.
- Set up assignment and escalation processes for secure ticket handoffs.
Suggested summary
Before starting, you can change the chapters and the workload. Choose which chapter to start with. Add or remove chapters. Increase or decrease the course workload.What our students say
Your classes are perfect. I got the one-year package and finally have the chance to follow several topics I'm interested in without having to switch platforms... I appreciate everything you do, I've already recommended you to others...

Giulio CarloDigital Marketing Student
I like how the lessons are straight to the point and how I can switch chapters and skip content I don't need.

Mariana FerresPhotography Student
I like the content and the way the videos are presented and transcribed, which speeds up the process!

Luciana AlvarengaNail Design Student
The platform is fast and easy to use. The variety of content and the supplementary videos really help with learning.

Giulio CarloPrompt Engineering Student
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