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 facilitate Helpdesk Management?

What makes OTRS ideal for Knowledge Management?

How efficiently Does OTRS manage your Workflow Management?

How does OTRS address your Communication Management Challenges?

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.

ALPHA COM Deutschland GmbH - Information Technology And Services - Information Technology and Services

OTRS helped ALPHA COM Deutschland GmbH improve service quality with structured communication. The IT Service Desk team uses multilingual features to support global customers. Configurable widgets and... ticket management make it easy to track requests and assign tasks. Supervisors can quickly respond to staff absences. The team benefits from searchable FAQs linked to assets. OTRS supports daily work and enhances customer and employee service.

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SES Techcom Services - Telecommunications - Telecommunications

SES Techcom Services needed faster response times and better workflows for incident resolution. They tested OTRS in 2014 to see if it could meet their technical needs. OTRS provided integrated ticket...ing, configuration management, and flexible multi-user support. The system was easy to configure and manage. SES Techcom Services chose OTRS for its adaptability and strong workflow features.

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H. Gautzsch Group - Wholesale - Wholesale

H. Gautzsch Group needed a ticket system for its sales teams in the home and garden sector. They wanted to handle customer inquiries for both B2B and B2C channels. OTRS offered strong customization o...ptions and a good price-performance ratio. The group chose OTRS to support their sales and customer service operations.

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

OTRS helped the Saxony State Office for Schools and Education speed up IT support for 32,000 teachers. LaSuB needed a complex portal to manage support for all school staff in Saxony. With OTRS, suppo...rt response times became two-thirds faster. The solution improved service for teachers and school employees. The portal now handles requests more efficiently.

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DLRG (German Lifesaving Association) - Non Profit Organization Management - Non-Profit Organization Management

DLRG teams across Germany needed faster IT service and managed diverse hardware. They used OTRS as a central software solution. This improved IT service delivery and sped up request processing. DLRG ...switched from a community edition to a secure SaaS version. Volunteers now spend less time on operational IT tasks. OTRS helps DLRG organize and support their teams better.

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SIEVERS-GROUP - Information Technology And Services - Information Technology and Services

SIEVERS-GROUP uses OTRS to automate and model their service processes. The company integrates ticket data and agent time records with their ERP system in real time. OTRS helps seven departments work ...together by managing process flows and access control lists. This ensures smooth ticket processing and compliance with customer SLAs. The solution prevents information loss and avoids complex workflows.

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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