Den,
Quoting Denny Colt wikidenny@gmail.com:
If OTRS is backed up and not working 'fast enough', how do more people get into it? What are the requirements and entry threshold? Who decides who gets in? How do you get in? If it's understaffed, staff it up. Is it volunteer? Paid?
You can read about it at
http://meta.wikimedia.org/wiki/OTRS
Jkelly