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Open-source Ticket Request System

For prospective volunteers

Volunteering for OTRS

The OTRS team always welcomes new volunteers to help with answering tickets. Nonetheless, to ensure the quality of service and given the confidential nature of the work, there is a selective application procedure.

The OTRS administrators are a group of highly-trusted and experienced volunteers who assess your application to join the OTRS team. When assessing an application, they familiarize themselves with your work on the Wikimedia projects to ensure that you are suitable as an addition to the OTRS team. It therefore takes some time before you receive a response regarding your application.

How do I volunteer?

If you are interested in volunteering, please read OTRS/Recruiting for information about what the job entails. Feel free to join #wikimedia-otrsconnect to ask any questions that you might have with regard to Wikimedia OTRS. Before applying, please ensure that you are:

  • Willing to work on difficult, sensitive, and at times hostile messages
  • Courteous, skilled at resolving disputes, friendly – even in the face of hostility – sensitive to the needs of outsiders, and have exemplary discretion
  • Willing to provide identification to the Wikimedia Foundation if necessary, considering the access to nonpublic data policy
  • 16 years of age or older

Please review the list of queues prior to submitting your application, and apply for all of those queues where you think you'd be able to help.

  • The OTRS team is especially interested in users who are entrusted with any special tools on local projects (sysop, bureaucrat, checkuser, etc.), though this is not an absolute requirement.
  • Please also add links to help desk posts, talk pages, or other discussions you think are relevant.
  • Language skills – other than English – are also highly appreciated. Additional help in language queues is highly needed and we'd like to know if you are able to help in any other language.
  • If you already have access to OTRS, and you'd like to get access to additional queues, you typically don't need to apply here. Ask on otrswiki:Administrator requests.
German-speaking volunteers Flag of Germany.svg Flag of Austria.svg Flag of Switzerland.svg Flag of Liechtenstein.svg

If you'd like to volunteer for the info-de queue, please apply locally by following the instructions at de:Wikipedia:Support-Team#Mitarbeit im Support-Team.

Dutch-speaking volunteers Flag of the Netherlands.svg Flag of Belgium.svg Flag of Suriname.svg

If you'd like to volunteer for the info-nl queue, please apply below and send an email to contact-nl-at-lists.wikimedia.org for the team to assess your application.

Please add your application and also send an e-mail to volunteers-otrs-at-wikimedia.org linking to your application on this page and giving your age. Please do so each time you apply.


  • Babel / Languages you can reply in: English
  • Your most active user talk page(s): w:en:User talk:czar
  • Email sent?: Yes
  • Queues you would like access to: info-en, Permissions (commons, en), photosubmissions

I've been a relatively heavy OTRS user and am partly responsible for the size of the permissions-commons monthlong backlog. I'd like to do my part to reduce the backlog and improve our response times. You can see my experience working with those unfamiliar with Wikimedia projects from my archived emails, but my contributions should also show a firm grasp on licensing and site policy. I have a mild wiki temperament and while I don't have specific links, I'm usually the one to diffuse tense situations and never one to escalate. I look forward to working with you. czar  13:56, 25 March 2014 (UTC)

Hi, Czar. When you say you are a "relatively heavy OTRS user", what do you mean? Is it that you send a lot of emails in to us? Rjd0060 (talk) 12:37, 8 April 2014 (UTC)
@Rjd0060: Right—heavy as in high volume of image submissions (in Commons pages to update, if not emails) czar  22:51, 8 April 2014 (UTC)


  • Babel / Languages you can reply in: bn, en-3
  • Your most active user talk page(s): w:bn:User talk:NahidSultan
  • Email sent?: Yes
  • Queues you would like access to: info-en, permissions-commons, permissions-en, wm-bd

I'd like to help out on OTRS because I want to reduce the backlog, OTRS pending files at commons and I feel that I can help. I am familiar with the licensing requirements & have licenses reviewer right at commons. Also happy to help with bn language related permission if there's any. Additionally, I'm an active sysop in bn.WP. Thanking you in advance. -- NahidSultan (talk) 20:36, 7 April 2014 (UTC)

Support. Trusted in Bengali Wikipedia. --Nurunnaby Chowdhury Hasivetalk • 07:21, 8 April 2014 (UTC)


  • Babel / Languages you can reply in: EN and FR
  • Your most active user talk page(s): w:es:User talk:Fdizile (I delete most, and move them to the archives, Archives available HERE)
  • Email sent?: Yes
  • Queues you would like access to: info-fr and info-en

I'd love to help out on/with OTRS because I enjoy helping fellow wikipedians, as well as friends, family, and Teachers. (Who don't believe that WP, is a AMAZING encyclopedia) Finally, I would Love to be an OTRS agent/rep so I can help with the adoption of wikipedia as the primary encyclopedia! -- Fdizile (talk) 21:15, 13 April 2014 (UTC)

Hi Fdizile, Clicking the above given user talkpage of yours I've found that User account Fdizile is not registered. Also, Checking your SUL info, I've found that you've only 417 edits mostly on user namespace. Would you please provide your most active user talk page which is registered & also confirm us that you've read the instruction given top of this page? --NahidSultan (talk) 08:52, 14 April 2014 (UTC)


  • Babel / Languages you can reply in: Ar-N , En-3
  • Your most active user talk page(s): w:ar:User talk:Ibrahim.ID
  • Email sent?: yes
  • Queues you would like access to: info-ar, permissions-ar, permissions-commons-ar

I'd like to help out on OTRS because I have enough free time everyday, I am active user in wikipedia and commons since 2009 and I am a sysop in arabic wikipedia, I found there is only two volunteers in arabic language, so I want to help and reduce the backlog, I have a good Knowledge in copyright and licenses specially in creative commons , and I have a good knowledge in Wikipedia Policies and also a good technical skills and I can help a lot of requests, Thanks -- Ibrahim.ID (talk) 02:47, 16 April 2014 (UTC)