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Recent Articles
Ticket Deflection vs. Ticket Resolution: Considerations and Recommendations
In ITSM, many service providers face a fundamental question: Should
  • Customer Service, ITSM
Human vs. AI: How Both Are Shaping the Modern Workplace
The age of AI requires us to ask new questions
  • AI & Automation, Leadership
Experience Management: The New Key Factor for Services
Traditional service management is based on metrics that measure success.
  • Customer Service
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OTRS Group

Activities, people, and events: Here you can read stories and news about the OTRS Group and our corporate values. We offer you a look behind the scenes of our company, including CSR activities, our journey over more than 20 years, annual reviews, and insights into our corporate culture. Discover what inspires and drives the OTRS Group worldwide.

Ticket Deflection vs. Ticket Resolution: Considerations and Recommendations
In ITSM, many service providers face a fundamental question: Should they focus on preventing tickets...
Human vs. AI: How Both Are Shaping the Modern Workplace
The age of AI requires us to ask new questions and fundamentally realign competencies. What AI is needed...
Experience Management: The New Key Factor for Services
Traditional service management is based on metrics that measure success. Service level agreements (SLAs)...
AI Agents vs. Chatbots: Comparing Concepts
AI agents and chatbots are both highly relevant: Although advanced chatbots have only existed for a few...
What Agentic AI Is and How to Use It Effectively
Agentic AI is one of the most important innovation topics of our time. It has the ability to autonomously...

Awarded – Gartner Digital Markets recognizes OTRS

OTRS received numerous mentions in 2024 reports by Gartner Digital Markets brands Capterra and Software Advice. Learn more.

CSR at OTRS – A Look Back at 2022

2022, we further expanded our CSR activities. The focus this year was once again on sustainable and social projects.
CSR at OTRS

CSR at OTRS

As a company, we live and work today in a way that protects the future – that’s what Corporate Social Responsibility is all about at OTRS Group.
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CSR: 3 Reasons Why Every Company Should Get Involved

CSR is more than a buzzword. Read about the three ways that companies and employees benefit from participating in CSR activities.
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A Look Back at Our 2021 CSR Activities

Another year full of ups and downs. Yet we have maintained our commitment to social and sustainable CSR activities throughout 2021.

Uncovering The Benefits of Workplace Diversity

Workplace diversity can have huge benefits for companies, but only when well managed.Ready to go beyond buzz words? Read more.

Software manufacturer, OTRS AG, accompanies you into the future.

Grey market providers proliferate and can have dangerous consequences. How you can be sure to buy directly from the software manufacturer and stay innovative for the future.
Women should be assessed on the basis of their competences - part-time work or children should not play a role in this.

Knocking Down the Roadblocks for Women in Leadership Positions

Women should be assessed on the basis of their competences - part-time work or children should not play a role in this.
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Change Management @ OTRS

Change management can inspire fear or innovation. Learn more about the OTRS Group strategy for keeping up with today's changing world.
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Taking a Look at 2021

What trends will shape your IT organization or business in the upcoming year? Christopher Kuhn, COO OTRS Group, gives an outlook.
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A Review of Our CSR Activities in 2020

Even though we were limited in our actions due to contact restrictions, there were numerous ways to help. A review of OTRS Group CSR activities.
donations OTRS AG for women's shelter

OTRS AG Supports the Women’s Shelter in Oberursel With Donations, Clothing and Toys

The current situation leads to increasing tensions in households, that’s why the OTRS AG supports the women's shelter in Oberursel with donations.
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OTRS AG supports the “Class 2000” program

The OTRS AG is sponsoring a 3rd grade class within the program “Class 2000” and promotes health in elementary schools.
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Identifying and Addressing Gender Inequality in the Workplace

It's time to identify and address gender inequality in the workplace. How will you begin? Read comments from member of OTRS Group board.
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What Does Gender Equality in the Workplace Mean?

Are we asking the right questions when it comes to gender equality in the workplace?
photo-of-hands-near-wooden-table

Why a good corporate culture pays off now

Innovative communication tools are necessary for efficient and pleasant work in the home office, but corporate culture is just as important.

Dealing with Work/Life Blending and Changes in Your Professional Life

We asked our female employees how they deal with work-life blending and what is important to them in this regard.
Manuel Hecht, Vice President Global Software Development OTRS Group

“OTRS 8 is by far the biggest modernization release in OTRS history”

The new release will be on the market soon. We talked to Manuel Hecht, VP Global Software Development, to take a look behind the scenes of OTRS 8.
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Reflections 2019: Business, Bias and Balance

Our CEO André Mindermann looks back on 2019 and reflects on the most important highlights. In addition, he sets the focus for the year 2020.
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Business Trends to Watch in 2020

What are the trends for 2020 when it comes to your company? We give you an overview.
Christopher Kuhn COO OTRS Group

“My dream is to run a farm on my own one day.”

Eight answers from our COO Christopher Kuhn.
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OTRS Company Event 2019

The group celebrated its 9th international Company Event, which focused on the company's mission statement.
Sabine Riedel board memeber Global Marketing and Global Human Relations OTRS AG

“Why Marketing and Human Relations have the same roots and how to prepare well for coincidences…”

Eight questions to Sabine Riedel, our board member responsible for the Marketing and Human Relations departments.
André Mindermann CEO OTRS AG

“In a way, I’ve become a pilot…why?“

Eight answers from our CEO André Mindermann.
Hands joining to help

OTRS Group Nourishes the Hearts of Employees

On Tuesday, July 30, a team of OTRS Group employees gathered in Rock Hill, SC, to help out at the Dorothy Day Soup Kitchen.
Children hospice Wiesbaden entry

OTRS Helps at Wiesbaden Children’s Hospice

This was no ordinary working day for the employee of OTRS at the children's hospice Bärenherz in Wiesbaden.
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Girl Power Creates a Positive Atmosphere at OTRS

OTRS participates in Girls´Day for the first time.
young and old men go upstairs

Silver Society – The young old people

Older workers are often considered less efficient, less innovative in their thinking and not open to change. Is that true or do we have to change our attitude?
OTRS Employees with children from Arche Grießheim

Social on Ice

OTRS AG gave children from Arche Grießheim a day of ice skating.
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An Eventful 2018: the OTRS Year-in-Review

From strategy change over new locations to OTRS 7 - much has happened in the 15th year of OTRS.
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