Create processes &
workflows with OTRS

that drive teams forward.

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, ITIL®4-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.

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

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.

Learn more

NEW FEature

AI summaries of tickets

Benefit from more simplicity and better results.

Learn more

NEW FEature
Coming soon

Kanban View

Learn more

NEW FEature
Coming soon

Want to try OTRS for free?

Let us know, and we’ll set up a trial instance for you. Start now.

News

OTRSmag – Recent Posts

IT Operations: definition, applications, best practices

In today's world, companies rely on functional IT operations (ITOps for short). This core IT area provides the technical management to keep processes and …

Elevate the Tenant Experience by Focusing on Maintenance Management

Quality and prompt maintenance is vitally important for long-term renter happiness and satisfaction. OTRS Group recently surveyed 250 people who are either current or past …

20 Best Practices for IT-Change-Management

This article presents ten best practices for IT change management from ITIL® (Information Technology Infrastructure Library). It also includes ten more practices. These 20 …

IT Service Catalog: Definition, Benefits and Best Practices

The world of IT services is complex. Numerous services are available in the modern corporate world. A catalog identifies these and provides users with …

Knowledge Management – The Path to Profiting from Experience

Knowledge is a crucial factor in the corporate context - and is becoming increasingly important. In most companies, information trapped with one person will …

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 …

Success Stories

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.

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.

MET Group

Switching from ((OTRS)) Community Edition to the OTRS enterprise help desk solution improves CSAT and enables proactivity at a great value

The Challenge

The company was growing. It was time to evolve – from an open source ticketing system to an enterprise help desk solution – in order to better meet the growing needs of customers, management and IT.

1,000+ tickets per month

12 agents

The Solution

The customizable OTRS help desk solution was selected and support was added.

HYDRO Systems

HYDRO Systems KG develops and manufactures innovative solutions for the maintenance, repair and assembly of aircraft

The Challenge

Each of the worldwide locations, or each department within the HYDRO Systems KG locations, had been using its own e-mail address, which led to a lack of transparency, confusion and too many points of contact for customers.

4,000 tickets per month

100 agents

The Solution

Excellent first level support and the introduction of the professional work structuring and communication solution from OTRS ensured a noticeable increase in the optimization of service request handling

Senate Department for Education, Youth and Family Berlin, Department for Family and Early Childhood Education

As part of the Berlin state government, the Senate Department for Education, Youth and Family Affairs shapes important areas of social coexistence. One focus is education policy with daycare centers, schools and adult education, while the other two areas of responsibility are youth and family.

The Challenge

The software supporting the services for citizens was predominantly organized in a decentralized manner in the Berlin youth welfare offices of the 12 districts until the introduction of centralized IT specialist procedures.

1,000 tickets per month

50 agents

The Solution

The ISBJ unit provides uniform specialized procedures for each youth welfare office, ensures smooth operation, and, with the help of OTRS, is the central point of contact in the event of malfunctions and for addressing service requests.