The ((OTRS)) Community Edition, the current forks that have inherited its legacy, and modern OTRS are different software solutions that share a common origin story. As development has progressed – especially for OTRS – similarities have diminished, but they still exist.
When we talk about OTRS, we usually need to distinguish between three things:
- the ((OTRS)) Community Edition
- the forks (OTOBO, Znuny, etc.) as further developments of the ((OTRS)) Community Edition
- modern OTRS as a software solution
It is important to clearly differentiate between all of these solutions.
This article briefly walks through the (shared) history of the various ticket systems, introduces individual solutions, and provides helpful recommendations.
((OTRS)) Community Edition – the foundation
The ((OTRS)) Community Edition is an open-source-based helpdesk and ticketing system that, in a way, serves as the predecessor of today’s modern OTRS. Companies with the necessary internal resources for installation, customization, and operation can use the software free of charge.
However, it should be noted that the ((OTRS)) Community Edition is no longer supported in any way by OTRS AG. This means there is no manufacturer support, no updates, and no security patches. Additionally, no official documentation is available anymore.
Up to OTRS 7, the ((OTRS)) Community Edition formed the foundation of today’s OTRS AG services. As early as 2015, it was used by more than 150,000 companies and is still in use in many cases today.
Building on the ((OTRS)) Community Edition, the “OTRS Business Solution” (a product name no longer used) offered paid extension modules starting in 2015.
In 2018, all OTRS versions prior to version 7 were renamed ((OTRS)) Community Edition. Finally, at the end of 2020, OTRS AG completely withdrew from the open-source project and discontinued support. This created space for the so-called forks, which have since taken over support for the ((OTRS)) Community Edition and continue to develop it moderately.
Background: In principle, there was never a truly independent open-source project originating from OTRS circles. OTRS was initially operated by OTRS GmbH and later by OTRS AG, which also owns the code. Even the original development team pursued a commercial approach.
Modern, current OTRS
Since then, OTRS AG has offered only the commercial version of the ticketing system of the same name. It includes modern features such as AI, high security standards, comprehensive support, and much more.
While solutions based on the ((OTRS)) Community Edition meet the standard of a functional ticketing system, modern OTRS provides all the advantages of an advanced service management solution that can be tailored to various business cases.
Background: Especially when usage expands (including smaller companies), it is always advisable – if only for security reasons – to rely on the current, modern OTRS. The ((OTRS)) Community Edition involves both technical and legal uncertainties.
In addition to modern features that enable faster and more convenient work, there are numerous other reasons to switch to OTRS – such as a modern, customizable agent interface, scalability, and improved integration capabilities.
Origin and history of the forks
Over time, several forks emerged at different points in time based on the ((OTRS)) Community Edition:
- 2016 – KIXDesk, now KIX based on OTRS 5
- 2018 – O-Fork (Einraumwerk) based on OTRS 6
- 2019/2020 – OTOBO (RotherOSS) based on OTRS 6
- 2021 – Znuny LTS (Znuny) based on OTRS 6
- 2021 – Znuny (Znuny) based on OTRS 6
- 2022 – ((OTRS)) Community Edition (Centuran) based on OTRS 6
All of these forks still exist and fully support the open-source model, with the exception of KIX, which currently follows a hybrid approach (a light version via GitHub, otherwise commercial).
Interesting fact: There was already an early fork based on OTRS 1.3, but it never achieved market relevance. There was also a Brazilian fork that did not gain significant relevance outside the country.
Overview of the individual forks
Here you can find more information about the individual forks, all of which are based on or built upon the ((OTRS)) Community Edition. Some solutions have moved quite far from their origins, while others continue the tradition with only minor adjustments. What they all share, however, is the same “core DNA”.
KIXDesk
KIX took a different focus early on than most forks and has reportedly been largely rewritten today. It therefore has little in common with the original OTRS code and, in terms of its technology stack including container usage is comparable to current OTRS.
O-Fork
O-Fork features a largely new interface and now also includes AI – Kim-AI, a specially developed artificial intelligence for voice control and more. The provider describes O-Fork as the official successor to the last free ((OTRS)) Community Edition version 6. The open-source ticketing system is primarily used to structure requests and automate processes. O-Fork mainly offers classic helpdesk functions but can also be extended.
OTOBO
OTOBO is a further development based on the ((OTRS)) Community Edition. It is an open-source ticketing system developed by Rother OSS GmbH. It allows users to create and manage tickets, handle service level agreements (SLAs), and use a CMDB. An AI plugin is also available for classifying and prioritizing tickets. OTOBO has strong connections with open-source service providers offering services and development based on it.
Znuny LTS
Znuny LTS focuses strongly on the “legacy” of the ((OTRS)) Community Edition. This continuation emphasizes stability and compatibility in version 6.0.x. Accordingly, there are bug fixes and security updates, but no new features. From version 6.1 onward, features from Znuny and other providers are merged in. Znuny LTS is also well connected with open-source service providers.
Znuny
In contrast to Znuny LTS, this is a consistent further development of the ((OTRS)) Community Edition, featuring new functions and a new interface. Znuny focuses on providing users of ((OTRS)) Community Edition (version 6.0.x) with bug fixes and security updates. New features have been introduced since version 6.1. It is also well connected with open-source service providers.
((OTRS)) Community Edition by Centuran
This fork is special in that it has hardly diverged from the original ((OTRS)) Community Edition. Although it includes only a few bug and security fixes, it is often considered a legitimate successor due to the identical name. Centuran does not merge new features but usually provides them as add-ons.
Recommendations
Here are some recommendations for consciously handling the various software solutions that share a common origin in the ((OTRS)) Community Edition:
1. Be sufficiently informed
It is always beneficial to be well informed. This is especially true regarding the ((OTRS)) Community Edition and its successors, as confusion can arise.
It is important to understand under what conditions each solution was developed and where its origins lie. While the forks share a common foundation, they have undergone long and distinct development paths.
Modern OTRS, on the other hand, has little in common with the ((OTRS)) Community Edition beyond its origin. Numerous innovations and changes have transformed it into a highly modern solution offering increased productivity, efficiency, and better customer experiences.
2. Be aware of the disadvantages of the ((OTRS)) Community Edition
The ((OTRS)) Community Edition is a solid foundation. However, using it today means missing out on many modern developments. It also entails significant security risks due to the lack of patches and updates.
3. Evaluate between open source and commercial systems
Not every use case requires a modern commercial system, especially for basic ticketing functions and a limited number of users.
However, to go beyond basic functionality and achieve real impact, a more advanced system with extensive features, integrations, flexibility, and scalability is essential.
Therefore, it pays off early to adopt OTRS. Thanks to fair licensing models and strong value for money, it is more cost-effective than many might expect.
Conclusion
All software solutions presented here are based on the same “ancestor,” namely OTRS. They were developed at different times and with varying degrees of original code. Feature sets also differ, while the technology stack – especially in the frontend –remains largely similar. Only KIX and OTRS AG itself have undergone significant technological changes.
Users should at least familiarize themselves with the background of each solution and evaluate their priorities. For professional use that goes beyond a basic setup and enables real productivity gains, it makes sense to adopt OTRS early. With high efficiency, strong support, and robust security, a meaningful ROI can be expected early on.