OTRS Overview

OTRS delivers specialized software solutions tailored for Customer Service, IT Service Management (ITSM), Information Security Management Systems (ISMS), and Cyber Defense. It supports businesses in adhering to international standards, ensuring compliance and operational success. OTRS stands out in the help desk category by offering tools that enhance customer service efficiency and IT management. The platform is particularly valuable for organizations needing robust security measures and streamlined service processes. Its compliance with global standards makes it a reliable choice for businesses aiming to maintain high operational integrity. Notably, OTRS's emphasis on security and compliance addresses the growing industry trend of prioritizing data protection and regulatory adherence.

Use Cases

Customers recommend Helpdesk Management, Knowledge Management, Workflow Management, as the business use cases that they have been most satisfied with while using OTRS.

Other use cases:

  • Communication Management
  • Engagement Management
  • Advertisement
  • Customer Feedback Management
  • Advocacy Management
  • Call Recording
  • Calendar Management
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Business Priorities

Enhance Customer Relationships and Scale Best Practices are the most popular business priorities that customers and associates have achieved using OTRS.

Other priorities:

  • Acquire Customers
  • Improve Internal Communications
  • Improve Efficiency
  • Manage Risk
  • Enter New Markets Internationally Or Locally
See all business priorities See less business priorities

OTRS Use-Cases and Business Priorities: Customer Satisfaction Data

OTRS works with different mediums / channels such as E-Mail. and Display Advertisement.

OTRS's features include Ticketing, Personalization, Alerts: Popups & Notifications, etc. and OTRS support capabilities include Phone Support, Chat Support, 24/7 Support, etc. also OTRS analytics capabilities include Analytics, and Custom Reports.

Reviews

"...The best open source best practice's software, using: help desk, ITSM, FAQ, and Process Management. . ...." Peer review by Katya A.

OTRS, NinjaOne (formerly NinjaRMM), Giva, Cayzu Help Desk, Service Creatio, etc., all belong to a category of solutions that help Help Desk. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

OTRS solutions are individually configured for flexibility and customization. They enable efficient work, convenient performance measurement, and easy integrations.

Popular Business Setting

for OTRS

Top Industries

  • Information Technology and Services
  • Computer Software
  • Consumer Goods

Popular in

  • Large Enterprise
  • Enterprise
  • Small Business

OTRS is popular in Information Technology And Services, Computer Software, and Consumer Goods and is widely used by Large Enterprise, Enterprise, and Small Business.

OTRS Customer wins, Customer success stories, Case studies

How does OTRS address your Helpdesk Management Challenges?

How efficiently Does OTRS manage your Knowledge Management?

What Are the key features of OTRS for Workflow Management?

How can OTRS enhance your Communication Management process?

How does OTRS address your Engagement Management Challenges?

11 buyers and buying teams have used Cuspera to assess how well OTRS solved their Help Desk needs. Cuspera uses 1372 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Help Desk needs.

SIEVERS-GROUP - Information Technology And Services

OTRS helped SIEVERS-GROUP standardize ticket processing across seven departments. The company needed to improve support efficiency and quality, and make KPIs visible and measurable. OTRS provided cus...tomizable IT service management with automated ticket creation and real-time data transfer to their ERP system. The solution enabled transparent customer communication and efficient collaboration. SIEVERS-GROUP now measures service quality and improves it quickly when needed.

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SES Techcom Services - Telecommunications

OTRS helped SES Techcom Services improve their help desk and customer support. The company needed a tool to manage complex operations and integrate all support levels. OTRS offered flexible configura...tion, integrated ticketing, and easy administration. After testing, SES Techcom Services chose OTRS for its reliability and ITIL-compatible workflows. The result was better service desk KPIs, more efficient customer collaboration, and higher customer satisfaction.

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LaSuB Sachsen (Saxony State Office for Schools and Education) - Government Administration

OTRS helped LaSuB Sachsen manage IT support for 32,000 teachers across 1,565 schools. Before OTRS, support requests were slow and confusing, with duplicate work and outdated information. OTRS provide...d a ticketing system, knowledge base, and automated processes. The team now resolves issues two-thirds faster. Support is more organized, and the small team handles high output efficiently.

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ALPHA COM Deutschland GmbH - Information Technology And Services

OTRS helped ALPHA COM Deutschland GmbH improve service quality for document management. The company needed better transparency and faster communication. OTRS provided a flexible IT service management... solution with multilingual support and customizable workflows. The IT Service Desk now manages all information in one system, reduces response times, and improves inquiry handling. ALPHA COM benefits from efficient escalation, unified knowledge transfer, and better service for customers and employees.

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H. Gautzsch Group - Retail

OTRS helped H. Gautzsch Group improve customer service and support for their home and garden sales teams. Before OTRS, teams struggled with tracking customer inquiries and often duplicated work. OTRS... provided a clear overview of all processes and ticket statuses. This made request processing faster and more transparent. The team now avoids duplicate work and manages information better. Features like postmaster filter, statistics, and text templates support efficient ticket handling.

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DLRG (Deutsche Lebens-Rettungs-Gesellschaft) - Non Profit Organization Management

OTRS helps DLRG manage IT service requests for teams across Germany. DLRG needed fast, reliable IT support for volunteers using different hardware. OTRS provided a central helpdesk with clear ticket ...tracking and fast response times. The SaaS solution lets users create tickets from anywhere and assign them to the right queue. DLRG saw better organization, quick ticket processing, and improved transparency for IT service cases.

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Webinar – OTRS Process Design in OTRS

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Frequently Asked Questions(FAQ)

for OTRS

What is OTRS used for?

OTRS is a Help Desk Software mainly used by its customers to Enhance Customer Relationships and Scale Best Practices by Helpdesk Management, Knowledge Management and Workflow Management .

What are the top features of OTRS?

Ticketing, Personalization and Alerts: popups & Notifications are some of the top features of OTRS.

Who uses OTRS?

OTRS is used by Information Technology And Services, Computer Software and Consumer Goods among other industries.

What are OTRS alternatives?

NinjaOne (Formerly NinjaRMM), Giva, Cayzu Help Desk and Service Creatio are popular alternatives for OTRS.

Where is OTRS located?

OTRS is headquartered at Oberursel.
lightning

Peers used OTRS for helpdesk management and knowledge management

OTRS Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
Analytics

3.82/5 ★

Read Reviews (53)
Custom Reports

3.75/5 ★

Read Reviews (170)
CAPABILITIES RATINGS AND REVIEWS
Analytics

3.82/5 ★

Read Reviews (53)
Custom Reports

3.75/5 ★

Read Reviews (170)

Software Failure Risk Guidance

?

for OTRS

Overall Risk Meter

Low Medium High

Top Failure Risks for OTRS

OTRS AG News

Product

OTRS Features Compared to the ((OTRS)) Community Edition

OTRS has introduced a range of new features that significantly enhance its service management capabilities compared to the older ((OTRS)) Community Edition. Key updates include automated workflows, a Kanban view, translation management, an updated user interface, CMDB integration, REST API, and enhanced reporting tools. These improvements aim to boost productivity, efficiency, and customer satisfaction, offering a compelling reason for users to transition from the Community Edition to the new OTRS.

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Product

Features in OTRS: AI Use Cases and Benefits

OTRS has integrated AI features into its ticketing system to enhance efficiency and service quality. These features include automated ticket classification, AI-powered response generation, sentiment analysis, real-time translation, and unified knowledge access. The AI tools aim to streamline workflows, improve accuracy, and provide multilingual support, ultimately boosting customer satisfaction and reducing operational costs.

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M&A

EasyVista Successfully Completes Acquisition of a Majority Shareholding in OTRS Group, Reaffirming its Ambition to Become a Global Leader in IT Solutions - Business Wire

EasyVista has acquired a majority stake in OTRS Group, aiming to become a global leader in IT solutions.

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Awards

Awarded – Gartner Digital Markets recognizes OTRS

OTRS receives awards from Capterra and Software Advice for its customizable service management solutions.

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OTRS AG Profile

Company Name

OTRS AG

Company Website

https://otrs.com/

HQ Location

Oberursel

Employees

51-100

Social

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Financials

IPO