Create processes &
workflows with OTRS

that drive teams forward.
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, ITIL®4-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.

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Service Management
Security Management
Task Management
Asset Management
Technology Management
Knowledge Management
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Success Stories

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.
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 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
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.
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