OTRS is a service management solution suitable for use by any department within an organization. It aims to reduce operational costs and increase overall satisfaction by streamlining service delivery, enhancing communication, and optimizing workflows. The software is provided directly from the manufacturer. OTRS helps to reduce workflow processing time through automated request assignment, notifications, reminders, and escalation management. It minimizes mistakes by providing knowledge databases and a customer portal for self-service, and communication templates to ensure consistent service quality. The solution optimizes service delivery with extensive reporting tools, providing insights into KPIs such as the number of requests, service issues, SLA risks, and expenses. OTRS integrates with existing applications through customizable interfaces, adapting to the company's evolving requirements without being a rigid component. Security is a key focus, with OTRS developed according to Privacy and Security by Design principles, including data protection, reduction of attack potential, and server-client encryption. Data centers are ISO/IEC 27001 certified and subject to German law.

Features & Benefits

• Reduce Workflow Processing Time
  • Automatically assigns requests, sends notifications and reminders, and manages escalations to ensure fast processing. Templates and process management automate workflows.
• Minimize Mistakes
  • Knowledge databases and a customer portal enable customer self-service, freeing up support team resources. Communication templates save time and guarantee consistently high quality.
• Optimize Service Delivery
  • Offers extensive reporting tools to monitor KPIs such as the number of requests, service issues, SLA risks, and expenses.
• Maximize Tech Stack Usage
  • Features customizable interfaces for seamless integration with existing applications, reducing potential development costs.
• Ensure Security
  • Developed according to the principles of Privacy and Security by Design, with data protection, reduction of attack potential, and server-client encryption.
• Individualization
  • Offers a wide range of personalization options that improve the employee experience. Design dashboards and layouts according to your working style and receive information in real time.
• Automation & Processes
  • Process templates allow you to automate workflows and create customized processes. You can even use pre-configured processes to get started, For IT use cases, OTRS supports all requirements and best practices of common ITSM frameworks.
• Simple Assignment, Prioritization & Classification
  • Through dedicated role and access management, requests are immediately assigned to the responsible departments. The right contacts always communicate with each other. Notifications, reminders and professional escalation management guarantee fast processing and evaluation. Escalation management is easily adapted to the customer or SLA.
• Knowledge Management & Self Service
  • Well-maintained FAQs and an up-to-date knowledge database reduce the number of tickets to be processed, freeing up valuable service team resources. The OTRS customer portal makes it easier for customers to create requests and track their progress.
• Time & Resource Management
  • OTRS makes it easy to coordinate team tasks and distribute them according to availability or workload. The appointment calendar and reminder times keep everyone aligned. Teams can even create joint calendars. Entries can be linked to tickets for easy tracking, creating an overview of the entire team’s workload.
• Reports & Statistics
  • OTRS reports are available at any time and provide information on the current customer situation, the state of inquiries and the team workload. They are easy to operate and can be used without configuration. Teams can react quickly in the event of bottlenecks, and leaders can optimize staffing.
• Security & Compliance
  • OTRS allows you to sign and encrypt e-mails via S/MIME or PGP. Communication between clients and servers is secured by SSL. Two-factor authentication can be configured as a default. OTRS offers audit security – information and communication are secured and documented in a compliant manner.
• Interfaces & Social Media Integration
  • Thanks to web services, any number of external databases, such as ERP, CRM, tracking or other ticket systems, can be integrated. The data can be displayed in special dynamic fields.