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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.

Service Desk Solutions

How to Buy

OTRS

Customer Service & Support

Cyber Defense – STORM

Help Desk

HR Management

IT Service Management

Office Management

IT Service Management

IT Service Management: ITSM Deployed in Days, not Months IT Service Management delivers ITIL-aligned...

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.

The New Gartner^® Magic Quadrant 2026 for ITSM Platforms

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.

Technology Management

Knowledge Management

Vulnerability Management

Ticketsystem – Leitfaden und 5 Tipps zur Implementierung

Ticketing System

Security Incident Management

Knowledge-Management-Customer-Service-Featured-Image

Knowledge Management in Customer Service

Mit IT Service Management (ITSM) Software arbeitet Ihr Unternehmen effizienter, Mitarbeiter sind motivierter und Kunden zufriedener

ITSM – IT Service Management

ITIL® Processes

Issue Tracking System

ISO 27001 - Information security management, word cloud concept 9

ISO 27001 Certification

ISMS

Help Desk

Double exposure Business organization structure on blurred background

Enterprise Service Management

Device Management

Customer Service Software

Corporate Security

CMDB

Business Process Management Software (BPMS) by OTRS defines & automates processes.

BPMS – Business Process Management Software

Accurate billing and planning

Put automatic time accounting to work for your business today.

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AI summaries of tickets

Benefit from more simplicity and better results.

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Kanban View

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Want to try OTRS for free?

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Blog

Automation in ITSM: 10 Tasks That No One Should Be Performing Manually Anymore

ITSM is ideally suited to automation. With AI becoming more common and more capable, there are many areas in ITSM that should be automated …

Ticket Deflection vs. Ticket Resolution: Considerations and Recommendations

In ITSM, many service providers face a fundamental question: Should they focus on preventing tickets or resolving them as quickly as possible? Both are …

Human vs. AI: How Both Are Shaping the Modern Workplace

The age of AI requires us to ask new questions and fundamentally realign competencies. What AI is needed for, what requires an exclusively human …

Experience Management: The New Key Factor for Services

Traditional service management is based on metrics that measure success. Service level agreements (SLAs) and technical parameters play an important role in this. Experience …

AI Agents vs. Chatbots: Comparing Concepts

AI agents and chatbots are both highly relevant: Although advanced chatbots have only existed for a few years, they are now being joined by …

What Agentic AI Is and How to Use It Effectively

Agentic AI is one of the most important innovation topics of our time. It has the ability to autonomously execute sequences of tasks and …

Success Stories

Avendoo ® by Magh und Boppert GmbH

An integrated, API-based customer portal powered by OTRS

The Challenge

Over time, requirements have changed, and the existing solution was no longer able to adequately meet the new needs, particularly regarding the myAvendoo customer portal and system integration. myAvendoo was intended to become the central point of contact for customers and, in addition to handling support tickets, display the current roadmap. In a future phase, customers will be able to extend their licenses and continue to provide feedback and requests via the platform.

up to 1.200 tickets per month

The Solution

Returning to OTRS was an obvious choice, especially since the team was already familiar with the solution. This time, however, OTRS is being used not just as a ticketing system, but as the foundation for a more comprehensive, API-based environment.

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.

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:

SolutionIT Service Management

LaSuB

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

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.

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.

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

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