OTRS is now part of Easyvista. Stronger together!
OTRS is now part of Easyvista. Stronger together!
Streamline operations and empower IT teams with OTRS:

The leading solution for your service management needs

OTRS | Software Solutions for Customer Service, ITSM, ISMS and Cyber Defense
The New Gartner® Market Guide 2025 for ITSM Platforms
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...
than Just Support.
It’s a Solution.
Benefit from OTRS.
for Better Business.
ITSM with OTRS.
to Empower My Team.
OTRS for My ITSM.

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.

All
Service Management
Security Management
Task Management
Asset Management
Technology Management
Knowledge Management
Mitel
Zoll
JAKO
Otto
Josera
Adamo
Generali
Philip Morris International (PMI)
congstar
weishaupt
Umweltbundesamt
Government of Canada
Bike24
Ehrmann
Ericsson
Szene.Media
SchwörerHaus
Münchner Wohnen
wpd GmbH
Bilfinger
Porsche
Cherry
Marquardt
Philips
Helmholtz Zentrum München
Silkes Weinkeller
Kreis Viersen
BASF
Lufthansa
Radeberger Gruppe
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Success Stories

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.
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.
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.
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.