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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.

Contact Details

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

Support

  • 27x7 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

Language 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

OTRS Features

  • Automated Routing
  • Call Center Management
  • Real-Time Chat
  • Performance Metrics
  • Customer Database
  • Self Service Portal
  • SLA Management
  • CRM
  • Real Time Notifications
  • Multi-Channel Communication
  • Support Ticket Management
  • Surveys & Feedback
  • Document Storage
  • Social Media Integration
  • Alerts/Escalation
  • Prioritization
  • Workflow Configuration
  • Ticket Management
  • Reporting/Analytics
  • Access Controls/Permissions
  • IT Asset Management
  • Email Management
  • Customer History
  • Interaction Tracking
  • Knowledge Base Management
  • Remote Access/Control
  • Service Catalog
  • Alerts/Escalation
  • Multi-Channel Communication
  • Configuration Management
  • Inventory Management
  • Approval Process Control
  • Contract/License Management
  • Asset Tracking
  • Prioritization
  • Activity Tracking
  • Change Management
  • Knowledge Base Management
  • Self Service Portal
  • Incident Management
  • Alerts/Notifications
  • Chat/Messaging
  • Project Management
  • SLA Management
  • Access Controls/Permissions
  • Problem Management
  • Availability Management
  • Support Ticket Management
  • Surveys & Feedback
  • Help Desk Management
  • Capacity Management
  • Release Management
  • Asset Lifecycle Management
  • Task Management
  • Audit Trail
  • Remote Access & Monitoring
  • Issue Scheduling
  • Customizable Reports
  • Real Time Notifications
  • Chat/Messaging
  • Help Desk Management
  • Assignment Management
  • Task Management
  • Collaboration Tools
  • Role-Based Permissions
  • Commenting/Notes
  • Ticket Management
  • Alerts/Notifications
  • Projections
  • Multi-Channel Communication
  • Recurring Issues
  • Issue Tracking
  • Knowledge Base Management
  • Email Management
  • Support Ticket Tracking
  • Monitoring
  • Project Management
  • Issue Auditing
  • Prioritization
  • Task Progress Tracking
  • Self Service Portal
  • Surveys & Feedback
  • SLA 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

OTRS FAQ's

  • 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:
    • 27x7 Support , Email , Phone , Chat , Knowledge Base

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

  • OTRS supports the following languages:
    • Arabic , Bulgarian , Catalan , Chinese (Simplified) , Chinese (Traditional) , Croatian , Czech , Danish , Dutch , English , Estonian , Finnish , French , Galician , German , Greek , Hebrew , Hindi , Hungarian , Indonesian , Italian , Japanese , Korean , Latvian , Lithuanian , Malay , Norwegian (Bokmal) , Polish , Portuguese , Portuguese , 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 , Deployment Type

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