Still using ((OTRS)) Community Edition?
Never at risk with updated software.
Go pro. Go OTRS.
Advantages of Switching to OTRS
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:
- 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Outdated look and functionality.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 features.
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
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. Exclusive test migration is possible.
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 You’ll never have to use outdated software again.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 2-3 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.
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.
- 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