OTRS: Product updates, Customer stories, and Insights | 2026 Cuspera

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.
Show More..

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.
Show More..

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 Before OTRS, support requests were slow and confusing, with duplicate work and outdated information.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.
Show More..

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.
Show More..

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.
Show More..

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.
Show More..