Simplify customer service and support operations with OTRS. Our platform offers customizable solutions for a wide range of business units, from IT to HR. With features like ticket management, automation, and reporting, OTRS can help your organization provide exceptional service to all customers.
![Diverse-Team_resized_2](https://otrs.com/wp-content/uploads/Diverse-Team_resized_2.webp)
News
![IT Support Featured](https://otrs.com/wp-content/uploads/it_support_featured-300x200.webp)
IT support – definition, tasks, and tips
IT support performs an important task for companies. This is the organization that customers reach out to for help with all types of technical …
![Continuous Improvement Featured](https://otrs.com/wp-content/uploads/continuous_improvement_featured-300x200.webp)
Continuous improvement: principles, goals, relationships
Achieving optimization is not only a frequent objective, but often also an absolute necessity. Companies must constantly improve individual processes and workflows in order …
![Data Management Featured](https://otrs.com/wp-content/uploads/data_management_featured-300x200.webp)
Data management: definition, benefits and best practices
Data and information are now among the most important resources. The problem is that most companies don't even know what data they have or …
![Document, Digitization, Digital Display, Organization, Data](https://otrs.com/wp-content/uploads/Cnfiguretaion_Management-Featured_Image-300x200.webp)
Configuration Management – Definition and Best Practices
In increasingly complex corporate infrastructures, structured configuration management is crucial to meet the increasing demands on availability, performance and security. Initially, IT teams exclusively …
![AI in ITSM Featured](https://otrs.com/wp-content/uploads/ai_in_itsm_featured-300x200.webp)
AI in ITSM – Importance, Examples and Study
Recently, there has been a lot of AI hype in ITSM. Companies have recognized that artificial intelligence (AI) and automation can significantly increase efficiency, …
![Kanban Board Featured](https://otrs.com/wp-content/uploads/kanban_board_featured2-300x200.webp)
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 …
Success Stories
![ALPHA COM Deutschland GmbH, IT-Service Desk ALPHA COM Deutschland GmbH, IT-Service Desk](https://otrs.com/wp-content/uploads/alpha-com-1024x719.webp)
Impact of OTRS
- All relevant information is managed in one system
- Increased transparency for each team
- Reduced response times
- Efficient escalation processes
- Faster, cross-team communication
- Improved inquiry handling quality
- Improved service quality
- Simplified evaluation
- Unified knowledge transfe
Requirements
- Standardized and automated workflows for transaction processing
- Predefined service process types, dependencies, checklists and escalation rules
- Integration of flanking services – such as e-mail or CRM systems
- Integrated knowledge database
- Customer portal
- Chat
- Transparency and reporting on service performance by providing statistics, evaluations and key figures
- Customizing option with regard to company-specific services and databases
Features
- Role and Authorization Management
- Service Center
- Prioritize and assign tickets
- Ticket history
- Telephone communication channel
- E-mail communication channel
- Chat communication channel
Numbers
![MET-Group MET-Group](https://otrs.com/wp-content/uploads/MET-Group-1024x576.webp)
Requirements
- Professional support availability
- Ability to customize solution
- Full AD integration
- Reporting
Features
- Knowledge base
- External portal
- CMDB
- Reporting
Numbers
![Hydro Systems Hydro Systems KG, Biberach](https://otrs.com/wp-content/uploads/hydro-systems-1024x507.webp)
Impact of OTRS
- Accessibility 24/7
- All relevant information managed in one system
- Increased transparency
- Single point of contact for customers
- Reduction of customer response times
- More efficient communication
- Increased quality in processing inquiries
- Increased service delivery
- Easy evaluation, analysis and planning
Requirements
- Worldwide availability
- Multilingual interface
- Cloud based, managed by the vendor
- Data protection, GDPR-compliant
- Data centers in Germany or within the EU
- Customer portal
- Flexible adaptability and scalability
Features
- Role and authorization management
- Prioritize and assign tickets
- Ticket history
- Ticket monitoring
- Links
- Enhancement dynamic fields
- Phone communication channel
- Email communication channel
Numbers
![senatsverwaltung-fuer-bildung-jugend-und-familie-berlin__1425_950](https://otrs.com/wp-content/uploads/senatsverwaltung-fuer-bildung-jugend-und-familie-berlin__1425_950-1024x683.webp)
Impact of OTRS
- Accessibility 24/7
- All relevant information is managed in one system
- Increased transparency in inquiry processing facilitates handover, substitution, and onboarding
- Increased quality in the processing of inquiries
- Ensures a consistent level of quality in external communication
- Continuous knowledge documentation
- Structured communication
- Increased service orientation
- Facilitates service evaluation, analysis and planning
Requirements
- Audit proof
- Accessible documentation
- Operational reliability
- Transparency
- 24/7 accessibility
- Free interfaces for integration into existing data systems
Features
- Role and authorization management
- Ticket classification
- Ticket prioritization
- Ticket history
- Ticket monitoring
- Linking
- Enhancement dynamic fields
- Phone communication channel
- E-mail communication channel
Numbers
![Bemol_Parintins-2__1800_1200.jpg Bemol Parintins](https://otrs.com/wp-content/uploads/Bemol_Parintins-2__1800_1200.jpg-1024x683.webp)
Impact of OTRS
- Integration of ticket management with authorizations
- Receive demand; track and manage requests and authorizations; and navigate among the 15 business units responsible for the solution
- 100% automated workflow increased service quality
- Eliminated a bottleneck which had generated 500 stuck tickets
Requirements
- Workflow optimization
- Management of requests and authorizations
- Centralization of all internal customer service requests
- Automation of 100% of the ticket flow through final resolution
- Multiple queues
- Access control
Features
- Customer information
- Email communication channel
- Personal organizer
- Attachments
- Asset Management (CMDB)
- Knowledge management (FAQ)
- Automated processes and workflows (BPMN)
Numbers