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

The New Gartner^® Market Guide 2025 for ITSM Platforms

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.

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

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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.

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

Blog – Recent Posts

Telemarketing, training and black woman coaching team of men at customer service agency. Diversity, teamwork and crm, call center sales manager consulting staff at desk for customer support help line

What Gartner’s Latest ITSM Report Means for Mid-Market ITSM Teams

The Gartner® ITSM report is a popular guide for IT leaders. They use it to stay updated on ITSM platforms. The report shows which platforms can best help them meet their business goals. The Gartner Market Guide for ITSM tools 2025 dives deep into several service management platforms that are key players in the industry.

What is a CMDB?

A Configuration Management Database (CMDB) is a fundamental requirement for optimizing IT Operations Management (ITOM) and delivering IT services in a structured and transparent manner. This article explains exactly what a CMDB is and how it can prove to be beneficial.

Call center woman, smile and portrait at headphones, job and staff group with computer, advice and office. Telemarketing agent, pc and microphone at help desk, consulting or listen for tech support

Customer service management: background, advantages, functions

Customers expect, demand and deserve excellent service. Companies must recognize that the quality of service delivery is a decisive factor for their success. After all, winning a customer costs a lot of money. Losing it due to poor service would be a financial mistake. This article explains how to achieve targeted customer service management in order to protect the bottomline.

Business people are organizing document Management System (DMS) being set up by IT consultant working on laptop computer in office. Software for archiving, searching and managing corporate files and information. Business processes

First contact resolution: definition, (dis)advantages and best practices

First contact resolution (FCR) is an important key call center metric. It reveals insight into how effectively the support team is working. It is, however, only effective if companies use it skillfully. In this article, you will learn how FCR can optimize your service management efforts and improve customer satisfaction.

Service Request Management – Definition, Tools and Best Practices

Service request management is a central component of modern ITSM frameworks such as ITIL (Information Technology Infrastructure Library). It helps to increase user satisfaction through repeatable and scalable processes.

Success Stories

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

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.

SolutionCustomer Service & Support IT Service Management

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

SolutionCustomer Service & Support

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.

SolutionIT Service Management

Bemol Digital

Bemol was able to 100% automate the workflow of tickets from creation until final resolution with the OTRS platform, integrating the management of requests and authorizations for an average of 5,900 tickets per month. Today, a bottleneck, which had generated 500 stopped tickets, has been eliminated.

The Challenge

Tickets were routinely stuck and customers were frustrated.

5.900 tickets per month

88 agents

The Solution

Free version of ((OTRS)) Community Edition was updated to supported OTRS version.

SolutionCustomer Service & Support IT Service Management

Polk County Public Schools

110,000 students mean a high volume of requests. OTRS ensures transparency and better organization.

The Challenge

Increased volume of requests via a shared email inbox led to overload

100+ tickets per month

Varies agents

The Solution

By using the helpdesk software OTRS, requests could be assigned directly, processed faster and the entire process could be tracked in an uncomplicated manner.

SolutionIT Service Management Customer Service & Support

Salvagnini

Cutting-edge technology and reliable solutions for sheet metal working machines complemented by optimal customer service and support – backed by OTRS.

The Challenge

Customer inquiries were received exclusively by an external call center and were not recorded or classified uniformly. Due to the call center’s data management, the potential of OTRS could not be fully exploited. Logical linking, inquiry evaluation and a web-based customer portal were not possible due to the lack of integration of customer and machine data.

250 tickets per month

25 agents

The Solution

With the expertise of OTRS experts, the call center software was connected. Customers can now create tickets themselves and have insight into their inquiry at any time.

SolutionCustomer Service & Support IT Service Management