To start, I worked with the E-Commerce Team to identify their specific needs and requirements. We discussed the various features of OTRS and how they could be customized to meet the team's needs. Based on these discussions, we decided to implement a customized ticketing system that would allow the business to easily track and manage customer inquiries. Another key advantage of OTRS is its zero-dollar cost. As an open-source software, OTRS can be downloaded and used for free, without any licensing fees or subscription costs. This made it an attractive option for the business, as it allowed them to implement a robust ticketing system without incurring significant expenses.

The first step was to install and configure the OTRS software on the on-premise VMware servers. This allowed us to have full control over the software and ensure that it met our specific security and compliance requirements. Apart of the IT team I was able to directly install and configure the Debian 10 server installation. Installing all of the prerequisites as well as Webmin for the other members of the IT Team which were not well aquanted with a Linux Distribution. Once the software was up and running, I began the process of configuring it to meet the client's specific needs. One of the key benefits of OTRS is its high degree of customizability. As an open-source platform, OTRS allows users to modify and customize the software to meet their specific needs. This can include customizing workflows, configuring automated responses, and integrating with various communication channels. Additionally, OTRS provides a range of plugins and add-ons that can be used to extend its functionality even further.

One of the key requirements was the ability to handle inquiries from multiple channels, including email, phone, and social media. To achieve this, I configured OTRS to integrate with various communication channels, such as email servers and social media platforms. I also set up automated workflows to ensure that inquiries were automatically routed to the appropriate teams for resolution.

Another important requirement was the ability to track and monitor customer inquiries in real-time. To accomplish this, I configured OTRS to provide real-time updates on the status of each ticket, as well as detailed analytics and reporting capabilities. This allowed the client to easily track key performance metrics and identify areas for improvement.

Finally, I provided training to the client's staff on how to use OTRS effectively. This included best practices for ticket management, as well as how to leverage the various features of OTRS to streamline their workflow and improve overall efficiency.

Overall, the deployment of OTRS was a success, and the client was extremely satisfied with the results. Its customizability and zero-dollar cost made it an ideal choice for the business, and its scalability ensured that it could grow and adapt to meet their changing needs over time. By providing a centralized platform for managing customer inquiries, the business was able to improve their response times, streamline their support operations, and ultimately provide a better customer experience. Presently today a team of around five employee's manage this platform and are completely self sufficient after Training prepared and conducted by myself to their team. It is safe to say this was a successful deployment with an ever changing impact on the business moving forward.