Still using ((OTRS)) Community Edition?
Never at risk with updated software.
Go pro. Go OTRS.
Advantages of Switching to OTRS
Outdated GUI and functionality
What is ((OTRS)) Community Edition?
The ((OTRS)) Community Edition is an open source help desk and ticketing system. It can be used by any company, if they have the in-house skills to install, customize and support it.
Note: The ((OTRS)) Community Edition won’t be maintained anymore. Updates and security fixes are no longer released. (EOL)
What is OTRS?
OTRS is a professional service management solution that is backed by a team of developers, consultants, support staff and trainers. It incorporates many tools needed by service owners to deliver, oversee and optimize services, such as:
- chat tools
- powerful API
- business process automation
- knowledge base
OTRS is a complete service management solution for businesses that are ready to professionalize their service and support desks – be those internal or external. And, it integrates perfectly with your existing landscape.
What's the difference between ((OTRS)) Community Edition and OTRS?
((OTRS)) Community Edition
No support available.
Outdated look and functionality.
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.
OTRS freebie features until OTRS 6.
No training available.
Not publicly available.
High risk! Security fixes are not available! For example, see latest security advisories.
Direct from the product manufacturer.
Modern interfaces for your teams, employees and customers.
Product manufacturer has professional software documentation team.
Unlimited choice of OTRS 8 features and an exclusive choice of feature add-ons.
Professional training team in place.
Available with online reference documentation.
Patching instantly done for managed customers by product manufacturer.
Our consultants support perfect OTRS migrations
Move to OTRS
Without data transfer, a pre-configured (managed) OTRS is available immediately. With data transfer, you should expect about two months. On request, the migration period can be significantly shortened.
Migration is possible from version 4.
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 Community Edition version.
About OTRS Documentation and Manuals
OTRS Group employs a team of professional tech writers that is responsible for fully documenting the product for our customers. Documentation is available online for currently supported products and via HTML, ePub or PDF. The following documentation is currently available to customers:
Most OTRS documentation is available in English, German and Hungarian.
The OTRS API is currently available for OTRS 7.x and OTRS 8.x. It is fully documented and available for reference at https://doc.otrs.com/doc/manual/admin/8.0/en/content/processes-automation/web-services.html.
By working with the OTRS API, companies can do even more with their instance. It allows OTRS to interact with external systems in a whole variety of ways, such as:
- 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