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OTRS | Software Solutions for Customer Service, ITSM, ISMS and Cyber Defense

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- OTRS Software Solutions

Customizable Software

OTRS

OTRS is flexible and customizable software with out-of-the-box solutions for all service management needs.

Features

Service Levels

How to Buy

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OTRS On-Premise & Managed Comparison

((OTRS)) Community Edition

OTRS App

Solutions for

Customer Service & Support

Boost customer satisfaction very rapidly – never miss requests, lower the response time (MTTR)

IT Service Management

Support for your IT department with automated, ITIL4-compliant processes

Office Management

Automate office management processes with our software solution

HR Management

Support your HR team with numerous processes, such as application or leave management

Cyber Defense & Security Incidents – STORM

The solution for fast security orchestration, automation, and incident response

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Roadmap

Release Notes

Security Advisories
- Use Cases

Service Management

- - Customer Service Software

- Help Desk
- Enterprise Service Management
- - ITIL® Processes
- ITSM – IT Service Management

Security Management

- - Corporate Security

- Security Incident Management
- Vulnerability Management
- ISMS
- ISO 27001 Certification

Task Management

- Ticketing System

- Issue Tracking System

Asset Management

- CMDB
- Device Management

Technology Management

- BPMS – Business Process Management Software

Knowledge Management

- Knowledge Management in Customer Service
- Success Stories
- Blog
- Services

Services

Services

Consulting, training, customer service: Find official OTRS services

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FAQ

OTRS Trainings

Webinars about OTRS

Get useful information about the latest OTRS version. Watch how OTRS works.

Public Trainings

Customer Portal

Contact Sales

Contact Consulting

Contact Customer Service
- Partners

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Partner Locator

Become a Partner

Contact

Demo

Customer Support

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OTRS - Home

Streamline operations and empower IT teams with OTRS:

The leading solution for your service management needs

Get Your Free Demo Now

See OTRS in Action

The New Gartner® Market Guide 2025 for ITSM Platforms



# OTRS Software Solutions

Workflows to drive ROI throughout the enterprises. OTRS offers ready-to-use solutions as well as customizable software for all of your service management needs. Easily manage inquiries, requirements, tasks and assets. Business process automation and workflows help to optimize your resources and improve return on investment. OTRS software solutions are the perfect choice for companies of any size.

OTRS Software Solutions

Service Levels

How to Buy

OTRS

Customer Service & Support

Cyber Defense & Security Incidents – STORM

HR Management

Office Management

IT Service Management

IT Service Management

OTRS for IT Service Management Support for Support. Support for your IT department with automated, compliant...



ITSMore

than Just Support.

It’s a Solution.

Benefit from OTRS.

ITSManagement

for Better Business.

ITSM with OTRS.

ITSMy Decision

to Empower My Team.

OTRS for My ITSM.

Switch to OTRS managed and leave the ((OTRS)) Community Edition behind.

Switch now!

## Use Cases

Simplify customer service and support operations with OTRS. Our platform offers customizable solutions for a wide range of business units, from IT to HR. With features like ticket management, automation, and reporting, OTRS can help your organization provide exceptional service to all customers.

All

Service Management

Security Management

Task Management

Asset Management

Technology Management

Knowledge Management

Vulnerability Management

Ticketing System

Security Incident Management

Knowledge Management in Customer Service

ITSM – IT Service Management

ITIL® Processes

Issue Tracking System

ISO 27001 Certification

ISMS

Help Desk

Enterprise Service Management

Device Management

Customer Service Software

Corporate Security

CMDB

BPMS – Business Process Management Software



Accurate billing and planning

Put automatic time accounting to work for your business today.

Learn more

NEW FEature

AI summaries of tickets

Benefit from more simplicity and better results.

Learn more

NEW FEature
Coming soon

Kanban View

Learn more

NEW FEature
Coming soon

Want to try OTRS for free?

Let us know, and we’ll set up a trial instance for you. Start now.

Contact

- Blog

CMDB Software & Tools: Definition, Functions, Examples

Today’s IT landscapes are more dynamic than ever: hybrid cloud environments, containerized workloads, “as-code” infrastructures, and an ever-growing number of SaaS services. Without solid …

The “Right” Ticketing System: How to Choose It

Ticketing systems streamline workflows, improve transparency, and enhance team collaboration. The resulting time savings, greater efficiency, and well-organized, centralized information help businesses make better …

Change Advisory Board (CAB): Definition, Benefits, and Best Practices

Whenever change happens, a lot is at stake. Businesses can achieve significant progress — or face substantial setbacks. Resistance to change is often the …

Translation Management: Benefits, Use in OTRS, and Context

Different languages have always posed challenges — in customer service and ITSM just as much as in many other fields. As companies and their …

How to Achieve a Positive ROI in ITSM/ESM

Companies are under cost pressure: this is especially true today, but it has always been the case. Smart business management means ensuring that expenses …

Assessment: How mature is your ITSM?

Every serious improvement starts with a reality check. To get closer to their goals step by step, companies must reliably identify where they stand …

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## Success Stories



ecotel communication ag

ecotel communication ag successfully modernized its customized OTRS system to OTRS 8, despite the previous environment’s lack of update capability. The result: a smoother user experience, faster response and resolution times, and clearer, more transparent reporting for both IT and customer service.

Success Story

Challenge

The previously used, heavily customized OTRS 7 instance had reached its technical limits—an update was no longer possible.

6.000-7.000 tickets per month

218 agents

Approach & Solution

In close collaboration with OTRS Consulting, ecotel decided to completely rebuild the system based on OTRS 8. The modernization was carried out in stages, with a clear focus on best practices and long-term scalability:

LaSuB

Without OTRS, we wouldn’t be able to work anymore. The added value is enormous.

Success Story

The Challenge

Given the enormous number of teachers needing support, request management had become overly complicated, unclear, and inefficient.

1.100  tickets per month

7 agents

The Solution

According to Martin Widera, OTRS has delivered significant time savings to the State Office. It’s a night-and-day difference compared to before they had a ticketing system.

SolutionIT Service Management

SIEVERS-GROUP

When deciding on OTRS, it was also important to the SIEVERS-GROUP that processes could be individually modeled and automated.

Success Story

The Challenge

Continuous improvement is the credo of the SIEVERS-GROUP: support should be more efficient and of a higher quality for customers. It also strives to optimize the services and products provided. In order to be able to control these factors in a targeted manner, the relevant KPIs (key performance indicators) first had to be made visible and measurable.

1.200 tickets per month

90 agents

The solution

This has now been achieved. “With the help of OTRS, we were able to model and implement standardized processes for ticket processing throughout the company,” reports Henrik Kindt. This results in two key advantages: First, thanks to OTRS, it is possible to communicate with customers much more transparently and efficiently. Secondly, by measuring relevant KPIs, the SIEVERS-GROUP is able to monitor its service quality in a targeted manner and improve it immediately if necessary.

SolutionIT Service Management

DLRG

With OTRS as our central helpdesk solution, we can respond quickly to inquiries and offer our volunteers a first-class service.

Success Story

The challenge

The DLRG teams are spread across Germany. They need fast IT service and use a variety of hardware.

2,000 tickets per month

126 agents

The solution

With OTRS as a central software solution, those responsible can improve IT service delivery through excellent organization and quick request processing.

SolutionIT Service Management

H. Gautzsch Group

The customization options were important in our decision for OTRS. The price-performance ratio then tipped the scales.

Success Story

The Challenge

Sales teams did not have a sufficient overview of customer inquiries and processes, sometimes duplicating work.

7000 tickets per month

30 agents

The Solution

OTRS provides an organized overview of all processes and their processing status, and it has noticeably increased efficiency.

SolutionCustomer Service & SupportIT Service Management

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