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.
OTRS for IT Service Management Support for Support. Support for your IT department with automated, compliant...
Switch to OTRS managed and leave the ((OTRS)) Community Edition behind.
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.











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News
Risks are an integral part of business life. Every day, organizations face a variety of potential threats and challenges that can jeopardize their business objectives. In this regard, effective risk management is crucial to identify, assess and respond to risks appropriately.
In this article, we highlight the importance of risk management for organizations and how OTRS is a solution for implementing risk management processes.
Success Stories
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
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
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.
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
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.