OTRS is a web-based Trouble Ticket System, written in Perl. A ticket can be created in 3 ways: 1) Customer can log into the system and add new ticket. Ticket responses and histories can be viewed easily. 2) Ticket can be entered by support staff by logging in to the backend system, 3) Ticket can be automatically added by checking email Inbox. All ticket will be assigned to a 'Queue' which is managed by a group of backend users. The system allows many customizations on ticket stages, response templates, user roles, and ticket reports on specific interests, etc.