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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Change Advisory Board (CAB): Definition, Benefits, and Best Practices

Whenever change happens, a lot is at stake. Businesses can achieve significant progress — or face substantial setbacks. Resistance to change is often the …

Translation Management: Benefits, Use in OTRS, and Context

Different languages have always posed challenges — in customer service and ITSM just as much as in many other fields. As companies and their …

How to Achieve a Positive ROI in ITSM/ESM

Companies are under cost pressure: this is especially true today, but it has always been the case. Smart business management means ensuring that expenses …

Assessment: How mature is your ITSM?

Every serious improvement starts with a reality check. To get closer to their goals step by step, companies must reliably identify where they stand …

Service Desk Automation: Best Practices for Greater Efficiency

In recent years, IT has undoubtedly made impressive progress – including in service desks. Yet, service desk employees confirm that this work is still …

(Lack of) Security of the ((OTRS)) Community Edition

The OTRS Group stopped supporting the ((OTRS)) Community Edition (CE) at the end of 2020. Since then, it has not received security updates or …

Success Stories

ecotel communication ag

ecotel communication ag successfully modernized its customized OTRS system to OTRS 8, despite the previous environment’s lack of update capability. The result: a smoother user experience, faster response and resolution times, and clearer, more transparent reporting for both IT and customer service.

Challenge

The previously used, heavily customized OTRS 7 instance had reached its technical limits—an update was no longer possible.

6.000-7.000 tickets per month

218 agents

Approach & Solution

In close collaboration with OTRS Consulting, ecotel decided to completely rebuild the system based on OTRS 8. The modernization was carried out in stages, with a clear focus on best practices and long-term scalability:

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