The ((OTRS)) Community Edition is a popular ticket request system. However, it has some significant downsides compared to the managed system known as OTRS.
Specifically, ((OTRS)) Community Edition:
- Increases your security risk,
- Requires more work and
- Offers little support in case of problems.
In addition, many community users don’t know what the current version of OTRS has to offer. For example, teams work faster and more efficiently with its modern agent interface. They enjoy personalization options and a wide selection of features.
This article sheds some light on the subject by briefly and concisely comparing the two versions. It highlights how the managed OTRS version leads users to a more effective, stress-free and enjoyable working day.
What is the ((OTRS)) Community Edition?
The ((OTRS)) Community Edition is an open-source helpdesk and ticket system based on the foundation of today’s OTRS. Any company that has the necessary in-house resources to install, customize and maintain it can use it freely.
However, the Community Edition is no longer maintained by OTRS Group. This means that updates and security fixes are no longer available. There is also no documentation or support available.
What is OTRS?
As a professional service management solution, OTRS offers extended functions, comprehensive support and regular update services. Important components include a configuration management database (CMDB), a knowledge base, process automation, chat functions and powerful integrations.
Companies using an OTRS system automatically have a team of developers, consultants, support staff and trainers at their side. These experts can perfectly integrate the solution into existing system environments. This allows businesses to provide effective, clear and well-organized service and support.
Reasons why community users switch to OTRS
There are many different reasons for such a switch. The benefits of the managed OTRS solution are best seen first-hand.
Improve user and customer experience
An obvious, outstanding benefit is the modern and customizable user interface of OTRS. This exists in the agent interface. Customers access it via the customer service portal.
Avoid skill gaps and reduce internal resources
Anyone using the open-source version of OTRS needs internal resources to handle maintenance and use the system adequately. This often depends on individual employees whose skills cannot be replaced. If the employee who has OTRS knowledge leaves the company, the business becomes stuck.
When using the Community Edition, teams are dependent on forum discussions for problems and urgent questions. Working together with the software provider ensures that knowledge is always available to help move the business forward.
Address compliance requirements with confidence
For many companies, compliance is also a critical issue. These companies opt for the managed version because they receive comprehensive support.
They always have access to competent, helpful consultants at their side. This reassures them that they are complying without having to make any significant effort themselves. OTRS Group also reassures companies because data center processes all comply with GDPR and other key regulations.
Other problems solved by switching to OTRS
The following are reasons to make the switch:
- Security risks are negligible. Official security updates for the Community Edition don’t exist.
This has been true since 2021. Since that time, numerous security patches have been applied to the managed OTRS solution.
The managed version comes with regular patches, bug fixes and new versions.
- ITSM functions are easier. The managed OTRS contains ready-made ITIL®️ processes to manage problems, incidents and defects. The product team has also fully developed the CMDB, process automation and SLA management.
- Scaling is simple. The managed version easily handles large ticket volumes. Plus, the business can easily adapt fields, processes and more to its business requirements.
- Interfaces are stronger. OTRS has improved options for connecting external systems. It is compatible with modern reporting tools as well as MDM solutions.
- Compliance audits are handled more easily. The managed version supports functions for compliance, audit security and documentation. This is particularly important for regulated industries.
Investing in Performance, Support and Scale
Another huge benefit for businesses is that OTRS has such a favorable price-performance ratio. Thanks to fair licensing model known as “concurrent agents,” teams keep costs within limit, even with frequent use.
Concurrent agents means that you only pay for agents who access the system at the same time. You do not necessarily need a license for each user.
What’s more is that you start getting value far more quickly than other professional service management solutions. First, this is because competent service and predefined processes get you up and running quickly – even when migrating. Second, experts can deploy over 2,500 configuration options for you, so your system works for you quickly.
Making the switch is simple
Switching from the ((OTRS)) Community Edition to the managed OTRS version requires only a few steps. It is much quicker and easier than many people think. Data and permission transfers save time too.
How the switch works
Migration to managed OTRS takes just a few days. The steps depend primarily on the option selected. The following options are available.:
- Option A (on-premises migration): Within two to three days, experts upgrade the existing local installation. They recommend first scheduling a test migration. Businesses should plan for downtime.
- Option B (migration to OTRS Managed): The customer switches to the SaaS version. OTRS Group completes the data transfer. This takes approximately one to two days of work, including a test migration. Downtime is required and interfaces may need to be adapted.
- Option C (new OTRS instance): Experts set up a completely new instance. Businesses take advantage of OTRS consulting and ticket transfer. The effort involves four to six consulting days without any downtime.
- Option D (OTRS solution scenario): Businesses select from predefined best-practice solutions. Several options are available to serve a variety of operational areas. With a standard configuration, experts need only two consulting days and no downtime.
Conclusion: The managed OTRS version pays off
The ((OTRS)) Community Edition provides a solid basis, but users should be aware of its limitations. Security in particular is severely limited. If you use the software a little and don’t care much about security, the Community Edition is fine.
However, the managed version offers a whole range of new features that increase performance and productivity immensely. The modern interface provides a good overview and good organization. Automation and predefined processes make life easier – and lead to better results.
In general, large professional organizations should definitely use OTRS. However, smaller teams also benefit sufficiently when considering maintenance, support and security. Fortunately, fair pricing models and a high return on investment (ROI) let companies switch without hesitation.
FAQs
1. What requirements must my current system fulfill for migration?
Your system should be based on a supported version of the ((OTRS)) Community Edition. If required, we will analyze the system in advance to determine the exact migration path.
2. How does data migration work? Will you transfer all data (tickets, users, history, attachments, etc.)?
Yes, we will transfer all relevant data, including users, tickets, attachments and history. Experts will confirm this in advance.
3. Can we retain interfaces to third-party systems?
In most cases, our team can transfer interfaces once they have checked and adapted them, if necessary. Talk to an expert regarding specifics.
4. Who takes over the maintenance and monitoring of the managed system after the migration?
OTRS takes care of all monitoring, maintenance and updates, including security and function updates.
5. What additional functions does the managed OTRS offer compared to the ((OTRS)) Community Edition?
You get access to advanced features, such as the following:
- Automation
- Dynamic fields
- SLA management
- Reports
- All security updates and patches since 2021
