OTRS Overview
What is OTRS?
OTRS is a fully-managed, flexible service management suite that provides a wide array of features including advanced ticketing, workflow and process automation, and customizable notification systems. A key strength is its high degree of customizability; processes can be tailored to incorporate ITIL best practices and/or meet specific corporate security and compliance requirements. It is used by IT Service Management (ITSM), Customer Service, and Corporate Security professionals to structure communication, automate internal workflows, and streamline processes. This enables teams to respond swiftly to incidents and service requests, providing high-quality service in a cost-effective manner. The company offers demos upon request.
Who it's for:
OTRS is targeted at medium to large enterprises, particularly in regulated industries like finance, healthcare, and government, that require a highly configurable and secure service management platform. It is suited for IT managers, customer service directors, and security operations teams that need to implement tailored, process-driven workflows for various service domains.
Our verdict:
Our verdict is that OTRS is a powerful and adaptable enterprise service management platform, especially strong in environments with complex process or security requirements. Its flexibility and focus on workflow automation make it a robust tool for organizations looking to bring structure and efficiency to a wide range of service-oriented operations beyond just IT.
OTRS Details
OTRS Platforms supported
Cloud, SaaS, Web-Based
Desktop Windows
Mobile Android
Mobile iPad
Mobile iPhone
On-Premise Linux
On-Premise Windows
Desktop Chromebook
Desktop Linux
Desktop Mac
OTRS Support options
24/7 Live Rep
Chat
Email Help Desk
FAQ Forum
Knowledgebase
Phone Support
OTRS Training options
Documentation
In-Person
Live Online
Videos
Webinars
OTRS Typical customers
Freelancers
Small Businesses
Small to Mid size businesses
Mid size businesses
Mid to Large size enterprises
Large enterprises
Very Large enterprises
OTRS Features
Most valued OTRS features by users
Cataloging/Categorization
Collaboration Tools
Customizable Branding
Customizable Templates
Drag & Drop Editor
Feedback Management
Full Text Search
Knowledge Management
Mobile Interface
Multi-Language
Reporting/Analytics
Rich Text Editor
SEO Management
Self Service Portal
User Management
WYSIWYG Editor
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