OTRS: A smart, agile, safe communication platform
OTRS is a modern, flexible ticket and process management system
that allows service management professionals in any industry
to keep pace with today’s lightning-fast,
results-driven business environment.
Work: Communication that improves efficiency
Take the guesswork out of day-to-day operations. OTRS organizes internal and external communication through clear structures and optimized processes. This means your team avoids errors and completes tasks quickly. The result: Fast, high-quality service delivery.
Manage: Stay a step ahead of the competition
OTRS provides valuable features for strategic management – like performance metrics. Reporting tools help you take a long-term look at cross-departmental operations so that you can make data-driven decisions faster than your competition.
Integrate: OTRS is a team player
OTRS can be integrated seamlessly with third-party applications. Even though OTRS provides a high degree of automation and standardization, it does not lock you into using specific tools. Instead, it allows you to implement requirements specific to your workplace.
Keep your business running with the help of OTRS
The most important
arguments for OTRS.
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Working with OTRS
Open communication is the cornerstone of OTRS
Effective communication results in happy customers,
motivated employees and a profitable business.
Accurate assignment. Quick notification.
OTRS has built-in role and authorization management tools for individuals or entire teams that ensure requests are assigned to the responsible department quickly and with all task-related information included.
Quick response times are critical, so OTRS ensures that inquiries do not disappear into a void or remain unanswered. Notifications, reminders and escalation management processes guarantee rapid request evaluation and processing. Even the service requester can be notified of the ticket’s processing status at any time.
Optimize workflows to increase efficiency.
OTRS Process Templates are ideal for standardized and frequently recurring processes. Their use increases both quality and efficiency. For example, these common templates can be integrated into OTRS at installation:
- Holiday Requests
- Room Bookings
- Material Requirements
- Travel Expenses
- Material Complaints
Of course, your business needs may be different. With OTRS Process Management, you can create custom processes tailored to your business. Your employees can adjust them or create new ones anytime – without time-consuming training.
For us, the OTRS Process Management function is especially important. Its numerous configuration possibilities allow us to build and change new processes in an easy and highly individual way, enabling us to quickly deal with changing user requirements and create new processes.Christina Wartisch, Total Quality Manager – Olympus Europe
Self-help tools free up resources
Well-maintained FAQs reduce open tickets, freeing up valuable service team resources. Targeted recommendations make self-help tools more effective. Save your team even more time with other useful OTRS Features like Communication Templates and Request Masks.
Smart Service Delivery
with Key OTRS Features
Automation & Processes
- Automatic Notifications
- Individual Ticket Fields
- OTRS Process Management
- Process Templates
Time Management
- Daily Management
- Escalation Management
- Service-level Management with SLAs
Knowledge & Self-Service
- FAQ/Knowledge Base
- OTRS Customer Portal
- Surveys
- Customer Center
Permissions Control
- Role & Authorization Management
- Owner & Responsibilty Assignment
Chat Integration
- Fast & Direct Customer Contact
- Answer Multiple Requests Simultaneously
- Ticket ChatLog Saved in a Safe, Secure Place
- Easy Integration on External Websites
Resource Management
- Detailed Overview of Team Workload
- Linked Calendar Entries & Ticket Dates
- Common Team Calendar
We can easily pass on processes to other departments by moving the respective ticket to a different queue. Different areas therefore interact in a way that is much faster and more straightforward. This doesn’t only save effort within the IT Support Department; all departments using OTRS feel relieved.Karmela Vellguth, Head of IT Support at TUM
Manage
Our support helps
your business excel
OTRS gives you ongoing support with process optimization
and customer-oriented workflows. We’ll focus on ensuring
continuous improvement of your OTRS Implementation,
so that you can stay focused on the future of your organization.
Reports enable fast, proactive action
The OTRS Report Generator allows you to quickly evaluate the quality of service delivery. With only a few clicks you can merge data and generate easy-to-read reports. You gain a competitive advantage as you optimize your organization quickly and effectively.
Easy adjustments for optimal scalability
OTRS Process Management Tools make it easy to model and adjust business processes so that team, cross-departmental and external communication flows smoothly when your business grows and changes. OTRS can also integrate IT Infrastructure Library (ITIL®) requirements and best practices.
Smooth the way for
company-wide success
Make working together simple
The flexibility of OTRS means you can use one system to capture and store all company-related communication, while incorporating the unique information and process needs of each department. This makes cross-departmental communication a breeze.
Stress-free change management
Companies change constantly. Even their entire processes change. OTRS helps you adjust and react to new situations by incorporating process changes behind the scenes. Enjoy savings in effort, time and money.
Audit-proof at every
step
We understand compliance is a major focus for your company, so let’s put the tools in place to make it easier. OTRS not only transmits information and communicates it in a completely encrypted format, but also secures and documents it. With features like standardized processes and dynamic reports, you’ll have the answers you need at a moment’s notice.
Confidence
through security
Data must be protected, especially from outsiders.
We take the trust of our customers very seriously
and employ the highest safety standards.
Certified Data Centers
Data centers are ISO/IEC 27001-certified and subject to German law. They are located internationally to meet local requirements, including in Germany, UK, USA, Canada and Singapore.
Encryption
OTRS allows you to sign and encrypt email via S/MIME or PGP. Communication between clients and servers is secured by SSL.
Privacy Policy
Your data is safe with us! OTRS is General Data Protection Regulation (GDPR)-compliant and our privacy policy is in place to clearly define how we protect your data.
Backups
Daily backups ensure that your data is safe and fully recoverable, even in an emergency.
Features to improve
service delivery
ITIL-based templates
Leading IT service management initiatives? Our pre-defined ITIL processes will simplify alignment. Take a look at templates for:
- Service Design
- Service Operation
- Service Transition
Eliminate roadblocks
- Ticket-duration reporting brings issues to resolution quickly.
- OTRS Experts optimize processes for smoother workflows.
- Balanced employee workloads keep agents happy and focused.
Hit SLA objectives every time
- Customize escalation management tools by customer or SLA
- Know where you stand with detailed “time remaining” indicators
Integrate
Features to reduce
development costs
OTRS makes it easy for your company to overlay
our structured communication software on top of
existing systems. There’s no need for expensive,
custom development.
Perfect integration with data exchange
OTRS is one of the most widely used solution desk systems, and it can be seamlessly integrated with existing applications such as SAP, Salesforce or HP Service Center. The generic interface and the XSLT mapping module of OTRS, CONTROL and STORM allow both the integration of existing systems and also individual customization of the respective application interfaces. This significantly reduces the risks, effort and costs involved in creating and maintaining conventional interfaces. 
Using the XSLT mapping module in OTRS, it is possible to adapt incoming and outgoing data structures to and from third-party systems to OTRS data structures – without complex programming or Perl know-how.
We especially liked the open-structure approach, which allows OTRS to be flexibly connected with our IT systems. Thus, experts from the specialist departments were able to work out a solid and suitable solution for integration in close cooperation with the IT department.Anne Grünkorn, Head of Mobility at LogPay Financial Services GmbH
Unlimited freedom
to change
Your OTRS is unique. It is perfectly tailored
and configured to your requirements. But that’s not the only
flexibility that our software solution offers. OTRS lets
you choose from many stable and individually configurable functions,
so you can constantly renew, adapt or configure the platform
itself without adding development time.
How do you want to use OTRS?
By creating our own configurations, we have been able to resolve all the inquiries from various departments in an individualized and absolutely satisfactory way.Georg Rölli, Head of IT Operations at Livit AG
Built-in Features
to support
integration needs
Dynamic Field Web Service
Use the Dynamic Field Web Service Feature to pull data from from third-party systems and use it to populate dynamic OTRS Fields without creating new software.
Web Services
Key information stored in another system? Use the OTRS Web Services Connectors to access data in systems such as Jira or Bugzilla.
Dynamic Field Database
Use the Dynamic Field Database Feature to integrate and display data from many external databases, such as ERPs, CRMs, or other ticket systems, in special dynamic fields.
