OTRS Software Solutions for Customer Service Management, ITSM, ISMS, SOAR and Cyber Defense.
Optimize your workflows with our software solutions.
Increase the performance of all business areas through business processes and structured communication. Audit-proof and certified for ITIL 4, OTRS adapts perfectly to the requirements of your teams.
Highlights
OTRS
OTRS is a highly customizable help desk system. Find your perfect solution.
Cyber Defense & SOAR – STORM
The solution for fast security orchestration, automation, and incident response
Information Security Management – CONTROL
Complete ready-to-implement compliance ISMS solution according to ISO/IEC 27001
Remain Successful in Spite of Change.
Get support in meeting all new challenges with the right systems and processes. Corporate success and growth are based on efficient communication, clear structures and optimized processes – especially now, when more and more people are working from home and the number of decentralized teams is increasing.
OTRS service management software helps companies process the requests of internal and external customers in an optimal and efficient way.
Ticketing & Workflows
Templates, Assignment & Oversight
Customization
OTRS Functionalities That Ensure Productive Work From Home
- Layout adjustment possible at agent level.
- Selection of light or dark themes.
- Selectable contrast and color options.
- Use of avatars.
- Personalization of the workspace.
- Personal organizer for each agent.
- Generate, save and manage lists or search results individually.
- Real-time information about search results collected in an organizer item.
- Preview business object contents.
- Live view of who is working in the ticket.
- Real-time updates without reloading.
- History widgets.
- Easy linking of business objects.
- Inline editing: Update without opening the ticket.
- Watch tickets and projects, always have everything in view. Be informed about everything.
- Two-factor authentication, configurable by your admins, as default.
- Privacy by design principles used.
- End-to-end encryption.
- Password policies offer more security when employees are not working on their company PCs.
- Managed environment operates in accordance with GDPR guidelines.
- Reports on the current customer situation or performance at any time.
- Enable fast reactions in times of crisis.
- Easy to use without configuration.
- Choice between basic and custom scheduling.
- Templates available.
- Contact via social media channels.
- Live chat.
- Email, telephone or SMS.
- No groupware needed.
- Mobile OTRS app: Any time, any place up-to-date.
- Customer service center: Provide customers with information and enable self service.
- Keep track of time and SLAs.
- Ensure consistent service and avoid uncontrolled escalation of tickets.
- Let your colleagues know when you are available and when you are not.
- Accounting of how much time was spent on what.
- Easily coordinate and distribute team tasks despite distance.
- On-site appointments or office visits fully in view with calendars.
- Provide and retrieve public information from anywhere.
- Share and access knowledge with the knowledge base.
- The OTRS service team is there for you, delivering the same level of quality, even remotely.
- An up-to-date knowledge base. Never before so important than it is today.
- Using processes to better structure new daily work routines and establish new workflows.
- Digitalize workflows.
- Model “automation” for your colleagues in the home office.
Success Stories
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
Impact of OTRS
- Easier prioritization based on pending dates
- Clearer visibility into who is working on which task
- Simplifies research into past requests
Requirements
- Email to tickets
- Out of office management
- Owner and responsible assignments
- Multiple queues
- Access control
Features
- Customer user information
- Email communication channel
- Personal organizer
- Business object lists
- Business object detail view
- Owner and responsible assignment
Numbers
Impact of OTRS
- Reachable on the first customer call
- All important information about customers and machines available in the ticket
- Increase in availability by telephone at a constant cost
- Customer inquiries can also be made digitally
- Customer can view his request at any time
- Improved quality of inquiry processing
- Integration into existing system landscape
- Customer or machine data can be adapted by the customer himself
Requirements
- Highly customizable
- Simple operation
- Free interfaces for integration into existing data systems
- Available documentation
Features
- Customer service center
- CMDB
- Web service
- Role and authorization management
- Prioritize and assign tickets
- Ticket history
- Ticket monitoring
- Links
- Enhancement dynamic fields
- Phone communication channel
- E-mail communication channel
Numbers
in a cost-effective, efficient way.
Impact of OTRS
- Sped up task-related communication
- Improved event tracking/preparation
- Simplified accounting
Requirements
- Flexible ticketing
- Ability to add attachments to a ticket
- Calendaring
- Usability/adaptability
Features
- Flexible work order handling
- Calendars
- Reporting
- Attachments
Numbers
Impact of OTRS
- Increased workflow compliance to 95%
- Improved agent skill / thoroughness
- Positioned to scale as business needs
Requirements
- Flexible ticketing
- SLA management and reporting
- API
- Active directory integration
- Knowledge base
- Customer surveys
Features
- Flexible help desk ticketing
- SLA management
- Reporting
- Integration with third-party systems
- CMDB
Numbers
News
OTRS011 Global Marketing
Two accomplished Directors from our marketing team jump on this month’s podcast to share what global marketing is like within OTRS Group. …
OTRS010 How can smaller companies scale their technical needs
Andreas has been with OTRS Group for more than 10 years, pursuing his long love of technology as he supports businesses of all sizes …
OTRS009 How IT Needs Are Changing in Education
Jeffrey May, Director of Sales at OTRS Group, shares his insights on the developing technology educational systems are being presented. Jeffrey is a military …
OTRS008 Business Process Management from a Product Manager's Perspective
We talked with Nils Leideck about Business Process Management. Nils is a product manager at OTRS and responsible for CONTROL and ADVANCED ANALYTICS, among …
OTRS007 Cyber security - a vocation?
We talked with OTRS Group security expert Jens Bothe who is also the Interim Vice President, Customer Solutions. Jens sheds light on the current …
Excelling in Customer Service Through Social Media – Best Practices & Tips
Customer service is the core component of an excellent customer experience (CX). With social media, you can improve customer service. Optimizing customer satisfaction and …
HR Processes – Digitization and Automation as the Key to Success
Today more than ever, HR management must be future-oriented. HR departments that are adapted to the times no longer have only administrative activities, but …
Service Level Management (SLM) – Objectives and Processes
Service Level Management (SLM) is an ITIL discipline and the basis for the successful implementation of IT service SLAs. Learn how to ensure that …
Service Level Agreement (SLA) – Definition and Implementation
A service level agreement (SLA) is a general agreement between a customer and a service provider. It defines services and related response times. What …
HR Transformation – For Future-Oriented Personnel Management
Finding and retaining suitable employees is becoming increasingly difficult. Today more than ever, HR management must be fit for the future. To achieve this, …
