Customer Service & Support

Deliver outstanding customer service across training, maintenance and field service. The OTRS Customer Service solution is a preconfigured, ready-to-use platform that connects customers, service teams, contracts, equipment and appointments in one central system.

Start faster. Work smarter. Scale service without complexity.

Join +12,000 companies worldwide

Key Benefits

Faster service delivery through predefined processes

Higher customer satisfaction through transparency

Reduced manual effort through automation

Full overview of customers, contracts and equipment

Scalable for growing service organizations

Connect OTRS with your existing solution

OTRS is one of the most widely used service management systems, and it can be seamlessly integrated with existing applications, such as SAP, Salesforce or HP Service Center. The generic interface and the XSLT mapping module of OTRS allow both the integration of existing systems and also the individual combination of several OTRS solutions. This significantly reduces the risks, effort, and costs involved in creating and maintaining conventional interfaces.

With OTRS 8, we’ve made a huge leap forward – the system not only looks much more professional, but also provides noticeably greater user-friendliness in day-to-day operations.

Dirk Holbeck, Head of Information Technology, ecotel communication ag

Without OTRS, we wouldn't be able to work anymore. The added value is enormous.

Martin Widera – Case Officer, Department 14 | IT Applications

OTRS supports us in modeling and implementing efficient service and support processes to deliver consistently high quality to our customers.

Henrik Kindt – Head of Service Desk

With OTRS as our central helpdesk solution, we can respond quickly to inquiries and offer our volunteers a first-class service.

Nico Reiners, Head of the IT working group at DLRG

The customization options were important in our decision for OTRS. The price-performance ratio then tipped the scales.

Niklas Strotmann, Project and Process Manager Digitalization at the H. Gautzsch Group

The New Gartner^® Market Guide 2025 for ITSM Platforms

Included Business Processes

Incident and Repair Request Process

Customers submit incident or repair requests via the customer portal or supported communication channels. Each request is automatically linked to the affected machine or configuration item as well as the related service contract.

From the first interaction, agents have full visibility of warranty status, SLA definitions and equipment history. Requests can be prioritized, assigned and tracked based on predefined rules.

The result is faster response times, improved first time resolution and reliable compliance with service agreements.

Maintenance Request Process

The Maintenance Request process supports both planned and ad hoc maintenance activities. Customers can request maintenance services through the portal while service teams can proactively schedule recurring maintenance based on contracts or service intervals.

For non warranty cases, invoice relevant data is calculated automatically using predefined pricing rules, effort and material. All maintenance activities are fully documented and linked to the corresponding equipment.

This ensures transparent billing, complete service documentation and predictable maintenance operations, which can be syncronized to your ERP-Solution.

Customer Self Registration Process

The Customer Self Registration process allows new or potential customers to register themselves via the external portal without manual involvement from service teams. During registration, customer data is validated and processed according to predefined rules.

After approval, users gain access to the customer portal where they can submit service requests, view contracts and track appointments and service activities.

This process accelerates onboarding, reduces administrative effort and enables scalable customer growth.

Field Service Management Process

The Field Service Management process centralizes the handling of on site service requests. Tickets, appointments, equipment and service contracts are combined in a single workflow.

Agents can plan, assign and reschedule field service visits efficiently. Service technicians receive all relevant information in advance, including machine data, service history and contractual details.

Time Tracking can be syncronisded with your internal tools.
This increases first visit success, reduces coordination effort and improves service quality.

HYDRO Systems

Success Story with OTRS for Customer Service & Support

Customer Portal Experience

Customers access a central portal showing:
Open and closed requests
Service contracts and SLAs
Machines and configuration items
Appointments and planned service activities

This transparency reduces follow-ups and accelerates resolution.

Service Team Advantages

Organize field service requests with full context
Plan and manage appointments efficiently
Automatically identify affected equipment and contracts
Import and export machines and contracts
Use predefined templates for consistent communication

Reporting and Insights

Built-in reports for:
Training requests
Incidents and repairs
Maintenance activities

Gain visibility into workload, trends, and service performance.

AI Services to Accelerate Customer Service

The OTRS Customer Service solution can be extended with powerful AI services that help service teams respond faster, reduce manual effort, and maintain high service quality even at scale.

AI Classification

AI Classification automatically analyzes incoming tickets and assigns relevant categories, priorities, services, or queues. This reduces manual triage, shortens first response times, and ensures requests reach the right team immediately. Customers get help faster while agents can focus on resolution instead of sorting and routing.

AI Summary

AI Summary creates concise summaries of complex or lengthy ticket conversations. This is especially valuable when cases are handed over between agents, escalated, or reviewed after longer processing times. It also supports a quick understanding of translated content, enabling teams to get a clear overview without reading the full history.

Together, these AI services improve efficiency, support consistent service quality, and significantly reduce cognitive load for service agents, making customer service faster, clearer, and more scalable.

Why OTRS Customer Service?

No long implementation projects
Best practice processes included
Designed for real service operations
Immediate time-to-value

A complete customer service solution, not just a ticketing system.

Discover the OTRS Solutions

Choose the solution that fits your use case or combine them on one platform.

Help Desk

A modern, streamlined service desk to handle requests, organize work, and deliver consistent support across teams.