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®, ITSM, ISMS, HR Management - with OTRS BPMS, predefined processes can be used immediately.

User Interface

((OTRS)) Community Edition:
Outdated GUI and functionality
OTRS: Modern personalizable UI for employees, agents and customers.

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)

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:

  • CMDB
  • chat tools
  • powerful API
  • business process automation
  • ITSM
  • 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

OTRS 6.x No longer maintained (EOL)
  • 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    Outdated look and functionality.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.
    Not publicly available.
  • Data Protection::
    High risk! Security fixes are not available! For example, see latest security advisories.


OTRS Latest release
  • 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.
    Available with online reference documentation.
  • Data Protection:
    Patching instantly done for managed customers by product manufacturer.

Our consultants support perfect OTRS migrations

Free evaluation
Project planning
Technical requirements
Test migration
Final migration

Move to OTRS

An ((OTRS)) Community Edition migration is done in a few simple steps and starts with a non-binding evaluation. Interested?


How quickly is it possible to migrate from the ((OTRS)) Community Edition to the current version of OTRS?

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 ITSMHROfficeCustomer 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.

Which versions of the Community Edition can be migrated to the current OTRS version?

Migration is possible from version 4.

Is there a downtime of the system?

Yes. There is a downtime for the final migration. It depends on the amount of data.

What should be considered regarding the server location when switching to OTRS?

If you choose the managed version, we provide the server for you.
With the on-premise version, you provide it yourself.

Can Community Edition feature packages from other vendors be migrated?

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.

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 available for the current OTRS version. It is fully documented and available for reference at 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
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Still not sure why you should switch from ((OTRS)) Community Edition to OTRS 8?

Request a free trial and fall in love!