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

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OTRS Overview

OTRS, an abbreviation for Open-source Ticket Request System, is a versatile and powerful service management software tailored for efficient communication and task management. Its open-source nature allows extensive customization, making it adaptable to diverse business needs. The core feature of OTRS is its ticketing system, which efficiently organizes and tracks customer inquiries and internal tasks. This system streamlines workflows, ensuring timely responses and resolutions. Another significant aspect is its process management capability, which automates routine tasks, enhancing productivity. OTRS supports multi-channel communication, including email and phone, integrating them into a unified interface. Its flexible access control ensures secure data management. Suitable for businesses of all sizes, OTRS is particularly beneficial for organizations seeking a customizable, comprehensive service management solution.

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Contact Details

  • Vendor Name OTRS
  • Founded 2003
  • Location Germany
  • Employees 101-500

Support

  • 24x7 Support 24x7 Support
  • Email Email
  • Phone Phone
  • Chat Chat
  • Knowledge Base Knowledge Base

Training

  • In-person In-person
  • Live Online Live Online
  • Webinar Webinar
  • Documentation Documentation
  • Videos Videos

Licensing & Deployment

  • Proprietary Proprietary
  • Cloud Hosted Cloud Hosted
  • On-Premise On-Premise
  • Web-Based Web-Based
  • iPhone iPhone
  • Android Android
  • Windows Windows
  • Linux Linux

Typical Customers

  • Small-Business Small-Business
  • Midsize-Business Midsize-Business
  • Large-Enterprise-Business Large-Enterprise-Business

Languages Supported

Arabic, Bulgarian, Catalan, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, Galician, German, Greek, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Malay, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Swedish, Thai, Turkish, Ukrainian, Vietnamese

Industries

Consumer Services

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OTRS Features

  • Arrow Icon Approval Process Control
  • Arrow Icon Reporting/Analytics
  • Arrow Icon Activity Dashboard
  • Arrow Icon Activity Tracking
  • Arrow Icon Role-Based Permissions
  • Arrow Icon Calendar Management
  • Arrow Icon Compliance Tracking
  • Arrow Icon Alerts/Notifications
  • Arrow Icon No-Code
  • Arrow Icon Email Management
  • Arrow Icon Real Time Notifications
  • Arrow Icon Collaboration Tools
  • Arrow Icon Document Storage
  • Arrow Icon Real Time Reporting
  • Arrow Icon Rules-Based Workflow
  • Arrow Icon Graphical Workflow Editor
  • Arrow Icon Task Management
  • Arrow Icon Search/Filter
  • Arrow Icon Monitoring
  • Arrow Icon Progress Tracking
  • Arrow Icon Document Management
  • Arrow Icon Drag & Drop
  • Arrow Icon Template Management
  • Arrow Icon Workflow Configuration
  • Arrow Icon Business Process Automation
  • Arrow Icon Commenting/Notes
  • Arrow Icon Access Controls/Permissions
  • Arrow Icon Forms Management
  • Arrow Icon Project Workflow
  • Arrow Icon Performance Metrics
  • Arrow Icon Appointment Management
  • Arrow Icon Real Time Notifications
  • Arrow Icon Customer Segmentation
  • Arrow Icon Employee Management
  • Arrow Icon Queue Management
  • Arrow Icon Virtual Assistant
  • Arrow Icon Customer History
  • Arrow Icon Call Routing
  • Arrow Icon SMS Messaging
  • Arrow Icon Email Management
  • Arrow Icon Voice Mail
  • Arrow Icon Call Center Management
  • Arrow Icon Knowledge Base Management
  • Arrow Icon Multi-Channel Communication
  • Arrow Icon Live Chat
  • Arrow Icon Activity Tracking
  • Arrow Icon Self Service Portal
  • Arrow Icon Alerts/Escalation
  • Arrow Icon Auto-Responders
  • Arrow Icon Support Ticket Management
  • Arrow Icon Engagement Tracking
  • Arrow Icon Surveys & Feedback
  • Arrow Icon Social Media Integration
  • Arrow Icon Contact Management
  • Arrow Icon Automated Routing
  • Arrow Icon Call Center Management
  • Arrow Icon Real-Time Chat
  • Arrow Icon Performance Metrics
  • Arrow Icon Customer Database
  • Arrow Icon Self Service Portal
  • Arrow Icon SLA Management
  • Arrow Icon CRM
  • Arrow Icon Real Time Notifications
  • Arrow Icon Multi-Channel Communication
  • Arrow Icon Support Ticket Management
  • Arrow Icon Surveys & Feedback
  • Arrow Icon Document Storage
  • Arrow Icon Social Media Integration
  • Arrow Icon Alerts/Escalation
  • Arrow Icon Prioritization
  • Arrow Icon Workflow Configuration
  • Arrow Icon Ticket Management
  • Arrow Icon Reporting/Analytics
  • Arrow Icon Access Controls/Permissions
  • Arrow Icon IT Asset Management
  • Arrow Icon Email Management
  • Arrow Icon Customer History
  • Arrow Icon Interaction Tracking
  • Arrow Icon Knowledge Base Management
  • Arrow Icon Remote Access/Control
  • Arrow Icon Service Catalog
  • Arrow Icon Alerts/Escalation
  • Arrow Icon Multi-Channel Communication
  • Arrow Icon Configuration Management
  • Arrow Icon Inventory Management
  • Arrow Icon Approval Process Control
  • Arrow Icon Contract/License Management
  • Arrow Icon Asset Tracking
  • Arrow Icon Prioritization
  • Arrow Icon Activity Tracking
  • Arrow Icon Change Management
  • Arrow Icon Knowledge Base Management
  • Arrow Icon Self Service Portal
  • Arrow Icon Incident Management
  • Arrow Icon Alerts/Notifications
  • Arrow Icon Chat/Messaging
  • Arrow Icon Project Management
  • Arrow Icon SLA Management
  • Arrow Icon Access Controls/Permissions
  • Arrow Icon Problem Management
  • Arrow Icon Availability Management
  • Arrow Icon Support Ticket Management
  • Arrow Icon Surveys & Feedback
  • Arrow Icon Help Desk Management
  • Arrow Icon Capacity Management
  • Arrow Icon Release Management
  • Arrow Icon Asset Lifecycle Management
  • Arrow Icon Task Management
  • Arrow Icon Audit Trail
  • Arrow Icon Remote Access & Monitoring
  • Arrow Icon Issue Scheduling
  • Arrow Icon Customizable Reports
  • Arrow Icon Real Time Notifications
  • Arrow Icon Chat/Messaging
  • Arrow Icon Help Desk Management
  • Arrow Icon Assignment Management
  • Arrow Icon Task Management
  • Arrow Icon Collaboration Tools
  • Arrow Icon Role-Based Permissions
  • Arrow Icon Commenting/Notes
  • Arrow Icon Ticket Management
  • Arrow Icon Alerts/Notifications
  • Arrow Icon Projections
  • Arrow Icon Multi-Channel Communication
  • Arrow Icon Recurring Issues
  • Arrow Icon Issue Tracking
  • Arrow Icon Knowledge Base Management
  • Arrow Icon Email Management
  • Arrow Icon Support Ticket Tracking
  • Arrow Icon Monitoring
  • Arrow Icon Project Management
  • Arrow Icon Issue Auditing
  • Arrow Icon Prioritization
  • Arrow Icon Task Progress Tracking
  • Arrow Icon Self Service Portal
  • Arrow Icon Surveys & Feedback
  • Arrow Icon SLA Management
  • Arrow Icon Release Management
  • Arrow Icon Contract/License Management
  • Arrow Icon Knowledge Management
  • Arrow Icon Activity Dashboard
  • Arrow Icon Self Service Portal
  • Arrow Icon Workflow Management
  • Arrow Icon Service Catalog
  • Arrow Icon Third-Party Integrations
  • Arrow Icon Configuration Management
  • Arrow Icon Alerts/Notifications
  • Arrow Icon Inventory Management
  • Arrow Icon Change Management
  • Arrow Icon Problem Management
  • Arrow Icon Compliance Management
  • Arrow Icon Task Management
  • Arrow Icon Support Ticket Management
  • Arrow Icon Real-Time Monitoring
  • Arrow Icon Resource Allocation & Planning
  • Arrow Icon Service Request Management
  • Arrow Icon Full Text Search
  • Arrow Icon Self Service Portal
  • Arrow Icon SEO Management
  • Arrow Icon Customizable Branding
  • Arrow Icon Feedback Management
  • Arrow Icon Reporting/Analytics
  • Arrow Icon Rich Text Editor
  • Arrow Icon Cataloging/Categorization
  • Arrow Icon Multi-Language
  • Arrow Icon Customizable Templates
  • Arrow Icon Collaboration Tools
  • Arrow Icon User Management
  • Arrow Icon Drag & Drop Editor
  • Arrow Icon Mobile Interface
  • Arrow Icon WYSIWYG Editor
  • Arrow Icon Knowledge Management
  • Arrow Icon Softphone
  • Arrow Icon Video Conferencing
  • Arrow Icon Meeting Management
  • Arrow Icon Remote Support
  • Arrow Icon Communication Management
  • Arrow Icon Time Zone Tracking
  • Arrow Icon Third-Party Integrations
  • Arrow Icon Electronic Signature
  • Arrow Icon Live Chat
  • Arrow Icon Video Chat
  • Arrow Icon Task Management
  • Arrow Icon Workflow Management
  • Arrow Icon Collaboration Tools
  • Arrow Icon Access Controls/Permissions
  • Arrow Icon Progress Tracking
  • Arrow Icon Employee Activity Monitoring
  • Arrow Icon Reporting & Statistics
  • Arrow Icon Document Management
  • Arrow Icon Change Management
  • Arrow Icon Incident Management
  • Arrow Icon Service Level Agreement (SLA) Management
  • Arrow Icon Reporting & Statistics
  • Arrow Icon IT Asset Management
  • Arrow Icon Remote Access/Control
  • Arrow Icon Procurement Management
  • Arrow Icon Self Service Portal
  • Arrow Icon Prioritization
  • Arrow Icon Real-Time Notifications
  • Arrow Icon Mobile Access
  • Arrow Icon Support Ticket Management
  • Arrow Icon CMDB
  • Arrow Icon Alerts/Notifications
  • Arrow Icon Knowledge Base Management
  • Arrow Icon Problem Management
  • Arrow Icon Customer Support
  • Arrow Icon Analytics
  • Arrow Icon Access Controls/Permissions
  • Arrow Icon Activity Dashboard
  • Arrow Icon Alerts/Escalation
  • Arrow Icon Asset Lifecycle Management
  • Arrow Icon Automated Responses
  • Arrow Icon Automated Routing
  • Arrow Icon Change Management
  • Arrow Icon Collaboration Tools
  • Arrow Icon Configurable Workflow
  • Arrow Icon Customizable Branding
  • Arrow Icon Customizable Fields
  • Arrow Icon Customizable Forms
  • Arrow Icon Customizable Reports
  • Arrow Icon Customizable Templates
  • Arrow Icon Help Desk Management
  • Arrow Icon Incident Management
  • Arrow Icon IT Asset Management
  • Arrow Icon Knowledge Base Management
  • Arrow Icon Macros/Templated Responses
  • Arrow Icon Multi-Channel Communication
  • Arrow Icon Multi-Language
  • Arrow Icon Prioritization
  • Arrow Icon Problem Management
  • Arrow Icon Release Management
  • Arrow Icon Reporting/Analytics
  • Arrow Icon Self Service Portal
  • Arrow Icon Service Catalog
  • Arrow Icon Service Reporting
  • Arrow Icon Support Ticket Management
  • Arrow Icon Support Ticket Tracking
  • Arrow Icon Task Management

OTRS Pricing

Pricing Type

  • Pricing Type Contact Vendor

Preferred Currency

  • USD ($) USD ($)

Free Trial

  • Free Trial 14 Days

Free Version

  • NA

Payment Frequency

  • NA

Top OTRS Alternatives

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OTRS FAQs

OTRS, an abbreviation for Open-source Ticket Request System, is a versatile and powerful service management software tailored for efficient communication and task management. Its open-source nature allows extensive customization, making it adaptable to diverse business needs. The core feature of OTRS is its ticketing system, which efficiently organizes and tracks customer inquiries and internal tasks. This system streamlines workflows, ensuring timely responses and resolutions. Another significant aspect is its process management capability, which automates routine tasks, enhancing productivity. OTRS supports multi-channel communication, including email and phone, integrating them into a unified interface. Its flexible access control ensures secure data management. Suitable for businesses of all sizes, OTRS is particularly beneficial for organizations seeking a customizable, comprehensive service management solution.

  • No, OTRS does not offer a free version.

  • Yes, OTRS offers a free trial.

  • No, Credit Card details are not required for the OTRS trial.

  • Yes, OTRS offers an API.

  • OTRS offers support with the following options:
    • 24x7 Support , Email , Phone , Chat , Knowledge Base

  • OTRS offers training with the following options:
    • In-person , Live Online , Webinar , Documentation , Videos

  • OTRS supports the following languages:
    • Arabic , Bulgarian , Catalan , Chinese , Croatian , Czech , Danish , Dutch , English , Estonian , Finnish , French , Galician , German , Greek , Hebrew , Hindi , Hungarian , Indonesian , Italian , Japanese , Korean , Latvian , Lithuanian , Malay , Norwegian , Polish , Portuguese , Romanian , Russian , Slovak , Slovenian , Spanish , Swedish , Thai , Turkish , Ukrainian , Vietnamese

  • Following are the typical users of the OTRS:
    • Small-Business , Midsize-Business , Large-Enterprise-Business

  • OTRS supports the following deployment:
    • Cloud Hosted , On-Premise

  • OTRS supports the following devices and operating systems:
    • Web-Based , iPhone , Android , Windows , Linux

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