Wikipedia:Volunteer Response Team
In the context of Wikipedia, OTRS is used as a shorthand for the people, process, and software that surround the handling of email sent through the various Contact Wikipedia links. The software used for the processing of such mail is the Open Ticket Request System, which provides an organized way for multiple people to categorize and respond to email.
As of July, 2006, approximately 200 emails per day are received, about half of them in English.
In the course of replying to emails, OTRS personnel may edit articles. Most frequently, such edits involve removal of vandalism or removal of unsourced derogatory assertions. Less frequently, OTRS personnel handle copyvio complaints using the standard process, or delete personal information from article histories.
The contents of emails sent to the OTRS addresses are confidential.
Relationship to community processes
OTRS personnel are routinely asked to take sides in editing disputes, usually involving external links or POV matters. Such requests are not granted, in deference to the community processes for editing articles. People who write to OTRS addresses asking for assistance in editing disputes are directed to WP:DR.
More information
OTRS is cross project and serves multiple languages, so details are at meta: