OTRS

  1. Wikimedia’s OTRS email response system gets an upgrade

    Barely a week after Wikimedia’s volunteer-driven email response team helped Wikipedia score number one in the American Consumer Satisfaction Index’s “Internet and Social Media,” survey, the software being used to make this happen got its first upgrade in four years. This happened thanks in large part to a generous donation of time and service by Martin Edenhofer’s co... Read more

  2. Wikipedia ranks first in ACSI customer satisfaction survey for fourth straight year.

    Wikipedia has scored number one for the fourth straight year in the American Customer Satisfaction Index (ACSI) for “Internet Social Media” websites. Wikipedia maintained its score of 78 out of 100 for the third year in a row; the average score in the category dropped 1.4 percent from last year down to 68. Wikipedia has ranked number one all four years that the ACSI has been tracking the ̶... Read more

  3. The incredible work of the Wikimedia Volunteer Response Team

    The English Wikipedia and its other language and sister projects are some of the most popular websites in the world, created, edited and sustained by volunteers. So you might not be surprised to learn that volunteers handle all the emails and inquiries about the sites, what is called Wikimedia’s Open-source Ticket Request System (OTRS), powered by the Volunteer Response Team. We’re ver... Read more

  4. A passion for encyclopedias: interview with Italian Wikipedia editor Elitre

    “When I was a child I was already very passionate about encyclopedias: the idea of discovering new things every day was very appealing to me. My neighbours had an encyclopedia, which was way bigger and newer than mine, and I went often to their house to read it.” Elitre, a long time Wikipedian and an administrator on Italian Wikipedia, told me this and elaborated on her story recently... Read more

  5. Workshop of the German support team

    Wikipedia Support Team meeting in the office of Wikimedia Germany Over the first weekend of December, the German-language support team met in Berlin for their second workshop of 2012. Commonly referred to as the “volunteer response team” (or formerly “OTRS team” after the software it uses, the ”Open-source Ticket Request System”), the team handles a wide range of emails from Wikimedia ... Read more

  6. Wikipedia ranks first in customer satisfaction for third straight year

    For the third year in a row Wikipedia has been ranked first in the American Customer Satisfaction Index (ACSI) for “Internet Social Media” websites. The results for 2012 rated Wikipedia at 78 out of 100, the same score we achieved last year and well above the average score in our category of 69. Each result is based on 250 telephone interviews with customers in the U.S. This is a gre... Read more