Still using ((OTRS)) Community Edition?
Never at risk with updated software.
Go pro. Go OTRS.
Advantages of Switching to OTRS
IT security
OTRS Group follows GDPR compliant processes and uses secure data centers, unlike users of the ((OTRS)) Community Edition who take care of IT security on their own.
Completely managed solution
The OTRS Group offers hosting, patching, maintenance, consulting and more. For you, this means fewer resources needed and more time for important things.
Professional system customization
OTRS has over 2,500 configuration options. Our experts will provide you with skilled support in customizing your system.
Fast process implementation
ITIL® (ITIL® is a registered trade mark of Axelos Limited. All rights reserved.), ITSM, ISMS, HR Management - with OTRS BPMS, predefined processes can be used immediately.
On top of these key benefits, OTRS includes powerful features to help your teams work faster, smarter, and with greater flexibility.
Our Process Management tool let you design and automate workflows that reflect your business processes.
- Standardize procedures and approvals
- Eliminate manual steps and boost efficiency
- Ensure compliance across teams
Leverage REST APIs and web services to connect with external applications and integrate effortlessy.
- Enable bi-directional communication between systems
- Automate end-to-end workflows across platforms
- Increase agility and interoperability
Stay on top of your tasks with a clear, drag-and-drop Kanban view that transforms ticket queues into visual workflows
- Organize tickets by status, priority, or process step
- Enable teams to track progress at a glance
- Improve efficiency with an intuitive, agile-friendly layout
Stay in control with a robust Configuration Management Database that links your assets directly to incidents, changes, and much more.
- Track all Configuration Items (CIs) and their statuses
- Link CIs to tickets and planned changes
- Customize CI classes and forms for any environment
- Power impact analysis and informed decisions
- Defined dependencies and associations between assets.
Make smarter decisions with our improved analytics and dashboards that track performance at every level.
- Monitor ticket volume by type, priority, state, or service
- Automatically generate scheduled reports in different formats
- Gain clear visibility into SLA performance and team productivity
Deliver a global experience with built-in translation capabilities and support for multiple languages across the platform.
- Agents and customers can use the system in their preferred language
- Simplify collaboration and support
- Increase platform adoption across regions and teams
Stay in control of your team’s workload with the Resource Planning view. Thanks to the improved calendar, you will gain a real-time overview of agent availability, task assignments, and capacity.
OTRS ensures every ticket stays on course with escalation rules and intelligent SLA mapping.
- Automated escalations to keep response times within agreed timeframes
- Ensure SLA compliance across all services and teams
- Build customer trust by delivering consistently on expectations
Centralize user management with the integration to directory services support for LDAP, Azure AD, and O365.
- Streamline user authentication with Single Sign-On (SSO)
- Centralize user management
- Reduce IT overhead with automated synchronization of user data
OTRS brings the power of AI directly into your workflows, helping teams work faster, make smarter decisions, and deliver better support.
- AI Service Description
- AI Classification
- AI Summary (coming soon)
- AI Sentiment Analysis (coming soon)
User Interface
Outdated GUI and functionality
What's the difference between ((OTRS)) Community Edition and OTRS?
((OTRS)) Community Edition
-
Support:
No support available. -
User Interface:
Outdated look and functionality. -
OTRS Documentation:
Maybe. OTRS 6-related documentation has reached end of life by the manufacturer. Any updates to this would need to be funded and supported by independent teams. -
Features:
OTRS freebie features until OTRS 6. -
Training:
No training available. -
OTRS API:
Not publicly available. -
Data Protection:
High risk! Security fixes are not available! For example, see latest security advisories.
OTRS
-
Support:
Direct from the product manufacturer. -
User Interface:
Modern interfaces for your teams, employees and customers. -
OTRS Documentation:
Product manufacturer has professional software documentation team. -
Features:
Unlimited choice of features. -
Training:
Professional training team in place. -
OTRS API:
Available with online reference documentation. -
Data Protection:
Patching instantly done for managed customers by product manufacturer.
Our consultants support perfect OTRS migrations
Whether you're using SaaS or on-premise solutions, our consultants will identify the perfect setup for your needs—migrating existing tickets and configuring a new system tailored to your environment.
Move to OTRS
FAQ
Migration speed depends on which migration option you pick. There are several choices:
Option A – On-Premise Migration
Remain on-premise and keep your existing configuration. You plan downtime for the update. OTRS will migrate your data into the latest version. The effort for such an update is about 2-3 days. A prior test migration is highly recommended.
Option B – Transition to OTRS Managed
Make the switch to the OTRS SaaS environment, and we’ll do the update for you. You’ll never have to use outdated software again. With this option, your data will be completely transferred and downtime is required. Connections to third-party systems may need to be adjusted. The effort for such a transition is about 1-2 days, including a test migration.
Option C – Opt for Fresh OTRS Instance
Choose between a brand new OTRS on-premise or SaaS solution, and work with OTRS consultants to design a new OTRS solution. When the system is ready and the employees are trained, you can transfer your old tickets to the new system without downtime after completing the ticket transfer workshop. Expect a minimum of 4-6 consulting days.
Option D – Pick an OTRS Solution Scenario
OTRS Group offers many different Solution Scenarios that are already tailored to the needs of ITSM, HR, Office, Customer Service or IT Security teams. Save consulting effort and benefit from our best practices, which you can further customize as needed. Just like with option C, you can transfer tickets from the old system at your convenience without downtime after completion of the ticket transfer workshop. Only 2 days consulting are needed if you are happy with the default setup. Let us know if you’d like to test one of these upfront.
A ticket transfer is only possible from version 5.
Using an older version? Let our experts guide you through the best migration path.
Yes. There is a downtime for the final migration. It depends on the amount of data.
If you choose the managed version, we provide the server for you.
With the on-premise version, you provide it yourself.
Third-party packages will not be adopted and will be deleted before the final migration. However, OTRS offers a wide range of features to cover most needs of their ((OTRS)) Community Edition version.
About OTRS Documentation and Manuals
OTRS API
- Sending and receiving data
- Updating data
- Creating a ticket based on external events
- Modifying a ticket based on external events
- Creating a calendar appointment automatically
