Fairplay Digital supports OTRS clients across consulting, SaaS solution implementation, and training services aligned with the OTRS service catalogue.
consulting
conceptual design for service catalogue structure
implementation
CORE · customer service · HR · ITSM · office
training
foundation · administration enablement
// consulting services
Conceptual Design turns business services into a usable OTRS structure: catalogue entries, queues, roles, permissions, SLAs, notifications, reporting, and rollout logic. The point is simple: configure OTRS around how teams actually deliver service.
otrs-catalogue ~ design · implement · train
design
conceptual design · service catalogue · process model
core
CORE solution implementation for SaaS foundations
business
customer service · HR · ITSM · office management
enablement
foundation training · administrator training
handover
acceptance checks · admin runbook · support model
A focused 2-day design engagement for customers who have decided to use OTRS and need a concrete configuration concept.
The workshop needs the right project roles and existing operating evidence before configuration decisions are made.
The work moves from requirements and product walkthrough to queue design, permissions, system configuration, mail routing, and task definition.
// implementation services
We select the right implementation path by business function and configure the OTRS structure around it.
Deploy and hand over the CORE SaaS foundation, then adapt the included processes and configurations to the customer environment.
Configure customer-service processes for external users, field service, contracts, equipment, appointments, and reporting.
Configure HR service flows for recruiting, employee requests, digital HR files, performance routines, and reporting.
Implement ITSM workflows for changes, service calls, onboarding, hardware/software requests, incidents, surveys, and device loans.
Set up office-management workflows for facilities, travel, visitors, meeting rooms, pool cars, and company resources.
// training services
OTRS adoption needs people who understand the interface, the administration model, and the service catalogue logic behind it. Fairplay Digital can guide clients toward the right training path and reinforce it during rollout.
Map your OTRS service packageA half-day module covering the OTRS agent interface, login and 2FA, navigation, personalization, dashboards, tickets, KBAs, customers, appointments, and configurations.
A 3-day administrator path for queue structures, permission concepts, system customization, statistics, CMDB, add-ons, service catalogue, SLAs, and OTRS process configuration.
Clients see which OTRS service package fits their operating need before implementation starts.
The selected solution is configured around the business function it is meant to support.
Administrators understand the logic behind queues, permissions, SLAs, reports, and process changes.
The handover includes the design rationale, not just a finished OTRS screen.
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