From “Ticket” to “Fixed” Without Waiting on Users

Remote IT Support enables IT teams to troubleshoot and resolve issues instantly through secure access to affected devices. When integrated with OTRS, technicians can launch remote sessions directly from tickets, ensuring incidents move from report to resolution without delay.

When Support Teams Can’t Reach the Problem

Help desks are expected to resolve issues quickly, but without remote access to affected systems, even simple fixes require back-and-forth communication, manual troubleshooting, and delays.

Disconnected tools force technicians to switch between systems, slowing response times and making it difficult to track actions taken during resolution.

For smaller IT teams, this creates unnecessary workload, longer outages, and inconsistent support experiences.

Remote IT Support Built for Service Workflows

Remote IT Support allows IT teams to access devices, diagnose problems, and perform administrative actions without requiring user involvement.

Within the OTRS ecosystem, this capability connects ticket handling directly to remote intervention, allowing issues to move from intake to technical resolution within a single workflow.

Capabilities: Comprehensive Remote IT Support and Endpoint Control

Advanced Remote Access
Background Systems Management
Remote Task Automation

Secure, real-time remote control enables technicians to diagnose and resolve issues immediately.

Remote access to attended and unattended devices
Secure session management
Multi-device support

Administrative actions can be performed without interrupting users, enabling silent remediation.

Non-disruptive monitoring and administration
Remote diagnostics and fixes
Continuous endpoint oversight

Technicians can execute remediation actions directly on affected endpoints to resolve incidents quickly.

Remote script execution for troubleshooting and fixes
Software deployment on impacted devices
Silent administrative actions during ticket resolution

What This Enables

Faster resolution of incidents without waiting on end users

Reduced downtime through proactive remote intervention

Clear visibility into endpoint health and activity

Seamless transition from ticket to technical resolution when integrated with OTRS

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

How Teams Use Remote IT Support

Remote Incident Resolution

Support teams access affected devices directly to diagnose and resolve issues in real time.

Immediate troubleshooting
Reduced need for on-site visits
Faster service restoration

Ticket-Driven Remote IT Support with OTRS

Technicians launch remote sessions directly from OTRS tickets, linking actions to service management records.

One-click remote support from tickets
Automatic logging of actions
Consistent workflow for incident resolution

Built for Fast Resolution Without Tool Switching

Remote IT Support connects remote intervention directly to service workflows, eliminating the need to move between systems to diagnose and fix issues.

Direct integration with OTRS
Silent background fixes without disrupting users
Endpoint discovery and management from a single interface

Resolve Issues Faster Without Adding Complexity

Bring remote troubleshooting into the same workflow your team already uses to manage incidents. Remote IT Support enables smaller IT teams to deliver fast, consistent support while keeping everything tracked inside OTRS.

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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.

Customer Service & Support

Deliver fast, reliable customer service with omnichannel intake, clear ownership, SLAs, and a better customer experience.

IT Service Management

Build ITSM processes you can trust – incidents, changes, service catalog, automation, and governance to scale IT delivery.

Office Management

Standardize and automate office and shared-services requests – from facilities to procurement – with transparent workflows and approvals.

HR Management

Manage employee services with structured workflows for HR requests, onboarding, internal cases, and people operations.

Cyber Defense – STORM

Run security operations with structured incident response, faster triage, clear documentation, and coordinated remediation.

The New Gartner^® Market Guide 2025 for ITSM Platforms