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
20 YEARS OTRS
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Adamo
Airbus
BASF
Bavaria Yachts
Bike24
Bilfinger
Bosch
Bundesministerium für Gesundheit (BMG)
BWI
Cherry
congstar
Deutsche Bahn
Edeka
Ehrmann
Ericsson
Euronics
F2A
Generali
Gobierno de Aragón
Gobierno de Canarias
Government of Canada
HARIBO
Heinrich-Heine-Universität Düsseldorf
Helios Kliniken
Helmholtz Zentrum München
JAKO
Josera
Jungheinrich
Kreis Viersen
Kreisverwaltung Heinsberg
Landtag Nordrhein-Westfalen
LDBV
Leschaco
Livit
Lufthansa
Marquardt
Migros
minimax
Mitel
Mitsubishi Electric
Münchner Wohnen
OEDIV
Olympus
Otto
PayPal
Philip Morris International (PMI)
Philips
Porsche
Radeberger Gruppe
RegionalMedien Austria
Salomon
SchwörerHaus
Silkes Weinkeller
Sodexo
Stadt Koblenz
Szene.Media
T-Systems
TUM Technische Universität München
Thüringer Landesrechenzentrum
thyssenkrupp
Tigloo
TUI Cruises
Umweltbundesamt
VRN
weishaupt
Wortmann AG
wpd GmbH
Zoll

Success Stories

ALPHA COM Deutschland GmbH, IT-Service Desk
Optimally structured communication and efficient support for greater customer and employee satisfaction at ALPHA COM Deutschland GmbH with OTRS

Impact of OTRS

  • All relevant information is managed in one system
  • Increased transparency for each team
  • Reduced response times
  • Efficient escalation processes
  • Faster, cross-team communication
  • Improved inquiry handling quality
  • Improved service quality
  • Simplified evaluation
  • Unified knowledge transfe

Requirements

  • Standardized and automated workflows for transaction processing
  • Predefined service process types, dependencies, checklists and escalation rules
  • Integration of flanking services – such as e-mail or CRM systems
  • Integrated knowledge database
  • Customer portal
  • Chat
  • Transparency and reporting on service performance by providing statistics, evaluations and key figures
  • Customizing option with regard to company-specific services and databases

Features

  • Role and Authorization Management
  • Service Center
  • Prioritize and assign tickets
  • Ticket history
  • Telephone communication channel
  • E-mail communication channel
  • Chat communication channel

Numbers

2,000 tickets per month
50 agents
MET-Group
Switching from ((OTRS)) Community Edition to the OTRS enterprise help desk solution improves CSAT and enables proactivity at a great value

Impact of OTRS

  • High CSAT scores
  • Enhanced work flexibility and mobility
  • Improved management visibility
  • Increased proactivity

Requirements

  • Professional support availability
  • Ability to customize solution
  • Full AD integration
  • Reporting

Features

  • Knowledge base
  • External portal
  • CMDB
  • Reporting

Numbers

1,000+ tickets per month
12 agents
Hydro Systems KG, Biberach
HYDRO Systems KG develops and manufactures innovative solutions for the maintenance, repair and assembly of aircraft

Impact of OTRS

  • Accessibility 24/7
  • All relevant information managed in one system
  • Increased transparency
  • Single point of contact for customers
  • Reduction of customer response times
  • More efficient communication
  • Increased quality in processing inquiries
  • Increased service delivery
  • Easy evaluation, analysis and planning

Requirements

  • Worldwide availability
  • Multilingual interface
  • Cloud based, managed by the vendor
  • Data protection, GDPR-compliant
  • Data centers in Germany or within the EU
  • Customer portal
  • Flexible adaptability and scalability

Features

  • Role and authorization management
  • Prioritize and assign tickets
  • Ticket history
  • Ticket monitoring
  • Links
  • Enhancement dynamic fields
  • Phone communication channel
  • Email communication channel

Numbers

4,000 tickets per month
100 agents
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.

Impact of OTRS

  • Accessibility 24/7
  • All relevant information is managed in one system
  • Increased transparency in inquiry processing facilitates handover, substitution, and onboarding
  • Increased quality in the processing of inquiries
  • Ensures a consistent level of quality in external communication
  • Continuous knowledge documentation
  • Structured communication
  • Increased service orientation
  • Facilitates service evaluation, analysis and planning

Requirements

  • Audit proof
  • Accessible documentation
  • Operational reliability
  • Transparency
  • 24/7 accessibility
  • Free interfaces for integration into existing data systems

Features

  • Role and authorization management
  • Ticket classification
  • Ticket prioritization
  • Ticket history
  • Ticket monitoring
  • Linking
  • Enhancement dynamic fields
  • Phone communication channel
  • E-mail communication channel

Numbers

1,000 tickets per month
50 agents
Bemol Parintins
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.

Impact of OTRS

  • Integration of ticket management with authorizations
  • Receive demand; track and manage requests and authorizations; and navigate among the 15 business units responsible for the solution
  • 100% automated workflow increased service quality
  • Eliminated a bottleneck which had generated 500 stuck tickets

Requirements

  • Workflow optimization
  • Management of requests and authorizations
  • Centralization of all internal customer service requests
  • Automation of 100% of the ticket flow through final resolution
  • Multiple queues
  • Access control

Features

  • Customer information
  • Email communication channel
  • Personal organizer
  • Attachments
  • Asset Management (CMDB)
  • Knowledge management (FAQ)
  • Automated processes and workflows (BPMN)

Numbers

5,900 tickets per month
88 agents
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