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.
Business Priorities
Enhance Customer Relationships and Scale Best Practices are the most popular business priorities that customers and associates have achieved using OTRS.
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
"...enables escalation , owner updating and making notes to follow up. ...." Peer review by Verified Reviewer, Information Technology and Services
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.
Comprehensive Insights on OTRS Use Cases
How does OTRS facilitate Helpdesk Management?
How can OTRS enhance your Knowledge Management process?
Why is OTRS the best choice for Workflow Management?
How can OTRS enhance your Communication Management process?
How can OTRS optimize your Engagement Management Workflow?
26+ more Business Use Cases
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.
Case Studies
CASE STUDY DLRG (Deutsche Lebens-Rettungs-Gesellschaft)
CASE STUDY H. Gautzsch Group
Video
Webinar – OTRS Process Design in OTRS
Frequently Asked Questions(FAQ)
for OTRS
What is OTRS used for?
What are the top features of OTRS?
Who uses OTRS?
What are OTRS alternatives?
Where is OTRS located?
Peers used OTRS for helpdesk management and knowledge management
OTRS Competitors
OTRS Features
- Low
- Medium
- High
| FEATURE | RATINGS AND REVIEWS |
|---|---|
| Analytics | Read Reviews (53) |
| Custom Reports | Read Reviews (170) |
| CAPABILITIES | RATINGS AND REVIEWS |
|---|---|
| Analytics | Read Reviews (53) |
| Custom Reports | Read Reviews (170) |
Software Failure Risk Guidance
?for OTRS
Overall Risk Meter
Top Failure Risks for OTRS
OTRS AG News
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.
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.
Awarded – Gartner Digital Markets recognizes OTRS
OTRS receives awards from Capterra and Software Advice for its customizable service management solutions.
Kanban board – for agile project management
Kanban is a method used in agile project management to make work processes visible and thereby improve them. A Kanban board is a project management tool that uses the principle of visualization. This means teams can work transparently on tasks and problems. This article shows how Kanban can be used effectively and will be used as a feature in OTRS.
OTRS AG Profile
Company Name
OTRS AG
Company Website
https://otrs.com/HQ Location
Oberursel
Employees
51-100
Social
Financials
IPO
