Streamline operations and empower IT teams with OTRS:

The leading solution for your service management needs

The New Gartner^® Market Guide 2025 for ITSM Platforms

OTRS Software Solutions

Workflows to drive ROI throughout the enterprises. OTRS offers ready-to-use solutions as well as customizable software for all of your service management needs. Easily manage inquiries, requirements, tasks and assets. Business process automation and workflows help to optimize your resources and improve return on investment. OTRS software solutions are the perfect choice for companies of any size.

Service Levels

How To Buy

OTRS

Customer Service & Support

Cyber Defense & Security Incidents – STORM

HR Management

Office Management

IT Service Management

OTRS for IT Service Management Support for Support. Support for your IT department with automated, compliant...

ITSMore

than Just Support.

It’s a Solution.

Benefit from OTRS.

ITSManagement

for Better Business.

ITSM with OTRS.

ITSMy Decision

to Empower My Team.

OTRS for My ITSM.

Switch to OTRS managed and leave the ((OTRS)) Community Edition behind.

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Use Cases

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.

Technology Management

Knowledge Management

Vulnerability Management

Ticketsystem – Leitfaden und 5 Tipps zur Implementierung

Ticketing System

Security Incident Management

Knowledge-Management-Customer-Service-Featured-Image

Knowledge Management in Customer Service

Mit IT Service Management (ITSM) Software arbeitet Ihr Unternehmen effizienter, Mitarbeiter sind motivierter und Kunden zufriedener

ITSM – IT Service Management

ITIL® Processes

Issue Tracking System

ISO 27001 - Information security management, word cloud concept 9

ISO 27001 Certification

ISMS

Help Desk

Double exposure Business organization structure on blurred background

Enterprise Service Management

Device Management

Customer Service Software

Corporate Security

CMDB

Business Process Management Software (BPMS) by OTRS defines & automates processes.

BPMS – Business Process Management Software

Accurate billing and planning

Put automatic time accounting to work for your business today.

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NEW FEature

AI summaries of tickets

Benefit from more simplicity and better results.

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NEW FEature
Coming soon

Kanban View

Learn more

NEW FEature
Coming soon

Want to try OTRS for free?

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News

Blog – Recent Posts

Helpdesk Ticketing Systems: Criteria, Use Cases, Benefits, and Tips

Effective customer support and service are crucial for companies and their clients. As a key element of customer service, the helpdesk—closely related to but …

ITIL Incident Management – Definition, Benefits, and Process

In a more digital work environment, delivering IT services smoothly is important for organizations to succeed. IT teams face the challenge of restoring normal …

IT Infrastructure: Definition, Best Practices, Solutions

A reliable IT infrastructure is essential for protecting against cyber threats and securing sensitive data. IT environments must be as secure, stable, and resilient …

Best practices for incident response management

Sophisticated incident response management makes it possible to respond well to incidents, contain their consequences and routinely increase security. As the stakes are high, …

ITSM vs. ITIL: The differences between the discipline and the framework

ITSM stands for IT service management. People often use this and the term Information Technology Infrastructure Library (ITIL) interchangeably. They have many important parallels, …

IT Security Trends 2025: 5 Priorities for Decision-Makers and Security Teams

The findings from the “OTRS Spotlight: Corporate Security 2024” survey* reveal a significant shift in how organizations approach IT and cybersecurity. IT security is …

Success Stories

LaSuB

Without OTRS, we wouldn’t be able to work anymore. The added value is enormous.

The Challenge

Given the enormous number of teachers needing support, request management had become overly complicated, unclear, and inefficient.

1.100 tickets per month

7 agents

The Solution

According to Martin Widera, OTRS has delivered significant time savings to the State Office. It’s a night-and-day difference compared to before they had a ticketing system.

SolutionIT Service Management

SIEVERS-GROUP

When deciding on OTRS, it was also important to the SIEVERS-GROUP that processes could be individually modeled and automated.

The challenge

Continuous improvement is the credo of the SIEVERS-GROUP: support should be more efficient and of a higher quality for customers. It also strives to optimize the services and products provided. In order to be able to control these factors in a targeted manner, the relevant KPIs (key performance indicators) first had to be made visible and measurable.

1.200 tickets per month

90 agents

The solution

This has now been achieved. “With the help of OTRS, we were able to model and implement standardized processes for ticket processing throughout the company,” reports Henrik Kindt. This results in two key advantages: First, thanks to OTRS, it is possible to communicate with customers much more transparently and efficiently. Secondly, by measuring relevant KPIs, the SIEVERS-GROUP is able to monitor its service quality in a targeted manner and improve it immediately if necessary.

SolutionIT Service Management

DLRG

With OTRS as our central helpdesk solution, we can respond quickly to inquiries and offer our volunteers a first-class service.

The challenge

The DLRG teams are spread across Germany. They need fast IT service and use a variety of hardware.

2,000 tickets per month

126 agents

The solution

With OTRS as a central software solution, those responsible can improve IT service delivery through excellent organization and quick request processing.

SolutionIT Service Management

H. Gautzsch Group

The customization options were important in our decision for OTRS. The price-performance ratio then tipped the scales.

The Challenge

Sales teams did not have a sufficient overview of customer inquiries and processes, sometimes duplicating work.

7000 tickets per month

30 agents

The Solution

OTRS provides an organized overview of all processes and their processing status, and it has noticeably increased efficiency.

SolutionCustomer Service & Support IT Service Management

ALPHA COM

Optimally structured communication and efficient support for greater customer and employee satisfaction at ALPHA COM Deutschland GmbH with OTRS

The Challenge

The ITSM solution used until 2017 was technologically insufficient as a support solution. It lacked transparency, led to communication outside the tool, and employees who were dissatisfied with the interface.

2,000 tickets per month

50 agents

The Solution

High transparency in inquiry handling, efficient escalation processes and structured communication – the use of OTRS leads to increased service quality and satisfied employees and customers.

SolutionIT Service Management