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 * OTRS Home
 * OTRS Software Solutions
   Customizable Software
   OTRS
   OTRS is flexible and customizable software with out-of-the-box solutions for
   all service management needs.
   Features
   Service Levels
   How To Buy
   
   --------------------------------------------------------------------------------
   
   OTRS On-Premise & Managed Comparison
   ((OTRS)) Community Edition
   WhatsApp Integration for OTRS
   OTRS App
   Solutions for
   IT Service Management
   Support for your IT department with automated, ITIL4-compliant processes
   Office Management
   Automate office management processes with our software solution
   HR Management
   Support your HR team with numerous processes, such as application or leave
   management
   Information Security Management – CONTROL
   Complete ready-to-implement compliance ISMS solution according to ISO/IEC
   27001
   Cyber Defense & Security Incidents – STORM
   The solution for fast security orchestration, automation, and incident
   response
   
   --------------------------------------------------------------------------------
   
   Roadmap & Release Cycle
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 * Use Cases
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 * Services
   OTRS Services
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   Consulting, training, customer service: Find official OTRS services
   
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 * OTRS Home
 * OTRS Software Solutions
   Customizable Software
   OTRS
   OTRS is flexible and customizable software with out-of-the-box solutions for
   all service management needs.
   Features
   Service Levels
   How To Buy
   
   --------------------------------------------------------------------------------
   
   OTRS On-Premise & Managed Comparison
   ((OTRS)) Community Edition
   WhatsApp Integration for OTRS
   OTRS App
   Solutions for
   IT Service Management
   Support for your IT department with automated, ITIL4-compliant processes
   Office Management
   Automate office management processes with our software solution
   HR Management
   Support your HR team with numerous processes, such as application or leave
   management
   Information Security Management – CONTROL
   Complete ready-to-implement compliance ISMS solution according to ISO/IEC
   27001
   Cyber Defense & Security Incidents – STORM
   The solution for fast security orchestration, automation, and incident
   response
   
   --------------------------------------------------------------------------------
   
   Roadmap & Release Cycle
   Release Notes
   Security Advisories
   
   
 * Use Cases
   Service Management
    * * Customer Service Software
      * 
      * Help Desk Software
      * 
    * ITSM – IT Service Management
   
   Security Management
    * * Corporate Security
      * 
      * Security Incident Management
      * Vulnerability Management
    * * ISMS
      * ISO 27001 Certification
      * 
   
   Task Management
    * Ticketing System
   
   Asset Management
    * CMDB
    * 
   
   Technology Management
    * BPMS – Business Process Management Software
   
   Knowledge Management
    * Knowledge Management in Customer Service
   
   
 * Services
   OTRS Services
   Services
   Consulting, training, customer service: Find official OTRS services
   
   --------------------------------------------------------------------------------
   
   FAQ
   OTRS Trainings
   Webinars about OTRS
   Get useful information about the latest OTRS version. Watch how OTRS works.
   Academy
   Stay up-to-date with your knowledge about OTRS. Book a training.
   Customer Portal
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OTRS SOFTWARE SOLUTIONS

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.
OTRS Software Solutions
Service Levels
How To Buy
OTRS
Cyber Defense & Security Incidents – STORM
HR Management
Information Security Management – CONTROL
Office Management
IT Service Management
IT Service Management
OTRS for IT Service Management Support for Support. Support for your IT
department with automated, ITIL®4-compliant...
ITSManagement
for Better Business.
ITSM with OTRS.
ITSMy Decision
to Empower My Team.
OTRS for My ITSM.
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.
ITSMore
than Just Support.
It’s a Solution.
Benefit from OTRS.
ITSManagement
for Better Business.
ITSM with OTRS.




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.

All
Service Management
Security Management
Task Management
Asset Management
Technology Management
Knowledge Management
Vulnerability Management
Ticketing System
Security Incident Management
Knowledge Management in Customer Service
ITSM – IT Service Management
ISO 27001 Certification
ISMS
Help Desk Software
Customer Service Software
Corporate Security
CMDB
BPMS – Business Process Management Software
20 YEARS OTRS
Collaboration
Passion
Success
Experience
Competence

Software Solutions
Development
Customer Focus
Ambition
Innovation
Let's celebrate


20 % discount* on all 2023 public trainings
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20 YEARS OTRS
Collaboration
Passion
Success
Experience
Competence
Software Solutions
Development
Customer Focus
Ambition
Innovation
Let's celebrate
20% discount* on all 2023 public trainings
Book your training now
Want to try OTRS for free?
Let us know, and we’ll set up a trial instance for you. Start now.
Contact



SUCCESS STORIES

ALPHA COM
Optimally structured communication and efficient support for greater customer
and employee satisfaction at ALPHA COM Deutschland GmbH with OTRS

Impact of OTRS

 * All relevant information is managed in one system
 * Increased transparency for each team
 * Reduced response times
 * Efficient escalation processes
 * Faster, cross-team communication
 * Improved inquiry handling quality
 * Improved service quality
 * Simplified evaluation
 * Unified knowledge transfe

ALPHA COM

Requirements

 * Standardized and automated workflows for transaction processing
 * Predefined service process types, dependencies, checklists and escalation
   rules
 * Integration of flanking services – such as e-mail or CRM systems
 * Integrated knowledge database
 * Customer portal
 * Chat
 * Transparency and reporting on service performance by providing statistics,
   evaluations and key figures
 * Customizing option with regard to company-specific services and databases

Features

 * Role and Authorization Management
 * Service Center
 * Prioritize and assign tickets
 * Ticket history
 * Telephone communication channel
 * E-mail communication channel
 * Chat communication channel

Numbers

2,000 tickets per month
50 agents

MET Group
Switching from ((OTRS)) Community Edition to the OTRS enterprise help desk
solution improves CSAT and enables proactivity at a great value

Impact of OTRS

 * High CSAT scores
 * Enhanced work flexibility and mobility
 * Improved management visibility
 * Increased proactivity

MET Group

Requirements

 * Professional support availability
 * Ability to customize solution
 * Full AD integration
 * Reporting

Features

 * Knowledge base
 * External portal
 * CMDB
 * Reporting

Numbers

1,000+ tickets per month
12 agents

HYDRO Systems
HYDRO Systems KG develops and manufactures innovative solutions for the
maintenance, repair and assembly of aircraft

Impact of OTRS

 * Accessibility 24/7
 * All relevant information managed in one system
 * Increased transparency
 * Single point of contact for customers
 * Reduction of customer response times
 * More efficient communication
 * Increased quality in processing inquiries
 * Increased service delivery
 * Easy evaluation, analysis and planning

HYDRO Systems

Requirements

 * Worldwide availability
 * Multilingual interface
 * Cloud based, managed by the vendor
 * Data protection, GDPR-compliant
 * Data centers in Germany or within the EU
 * Customer portal
 * Flexible adaptability and scalability

Features

 * Role and authorization management
 * Prioritize and assign tickets
 * Ticket history
 * Ticket monitoring
 * Links
 * Enhancement dynamic fields
 * Phone communication channel
 * Email communication channel

Numbers

4,000 tickets per month
100 agents

Senate Department for Education, Youth and Family Berlin, Department for Family
and Early Childhood Education
As part of the Berlin state government, the Senate Department for Education,
Youth and Family Affairs shapes important areas of social coexistence. One focus
is education policy with daycare centers, schools and adult education, while the
other two areas of responsibility are youth and family.

Impact of OTRS

 * Accessibility 24/7
 * All relevant information is managed in one system
 * Increased transparency in inquiry processing facilitates handover,
   substitution, and onboarding
 * Increased quality in the processing of inquiries
 * Ensures a consistent level of quality in external communication
 * Continuous knowledge documentation
 * Structured communication
 * Increased service orientation
 * Facilitates service evaluation, analysis and planning

Senate Department for Education, Youth and Family Berlin, Department for Family
and Early Childhood Education

Requirements

 * Audit proof
 * Accessible documentation
 * Operational reliability
 * Transparency
 * 24/7 accessibility
 * Free interfaces for integration into existing data systems

Features

 * Role and authorization management
 * Ticket classification
 * Ticket prioritization
 * Ticket history
 * Ticket monitoring
 * Linking
 * Enhancement dynamic fields
 * Phone communication channel
 * E-mail communication channel

Numbers

1,000 tickets per month
50 agents

Bemol Digital
Bemol was able to 100% automate the workflow of tickets from creation until
final resolution with the OTRS platform, integrating the management of requests
and authorizations for an average of 5,900 tickets per month. Today, a
bottleneck, which had generated 500 stopped tickets, has been eliminated.

Impact of OTRS

 * Integration of ticket management with authorizations
 * Receive demand; track and manage requests and authorizations; and navigate
   among the 15 business units responsible for the solution
 * 100% automated workflow increased service quality
 * Eliminated a bottleneck which had generated 500 stuck tickets

Bemol Digital

Requirements

 * Workflow optimization
 * Management of requests and authorizations
 * Centralization of all internal customer service requests
 * Automation of 100% of the ticket flow through final resolution
 * Multiple queues
 * Access control

Features

 * Customer information
 * Email communication channel
 * Personal organizer
 * Attachments
 * Asset Management (CMDB)
 * Knowledge management (FAQ)
 * Automated processes and workflows (BPMN)

Numbers

5,900 tickets per month
88 agents

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NEWS


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OTRS018 Customer Service Week

In this segment, he talks with Malena about: - Understanding support as a team
sport - What happens when you increase customer loyalty by 5% - Five points for
…

OTRS017 Technology's Impact on Student Success

John Coggins of OTRS, Inc. talks about how technology impacts students,
educators, parents and support personnel in a huge number of ways. They discuss:
• Pros …

OTRS016 Podcast with Customer Viosys AG

You'll learn a lot about Viosys AG's exciting, wide-ranging offering and its
very special customer focus. …

OTRS015 Keeping In Touch with Employee Workloads as Your Company Grows

From project oversight to employee recognition, CMO & CHRO Sabine Riedel talks
with us about how growing companies can manage workloads efficiently. …

OTRS014 Modernizing APAC Businesses

Country manager of OTRS Group in Singapore, Daphne Sim, talks to us about three
key things that are vital for businesses as they adapt …


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As businesses grow, providing the best service to customers becomes more
complex. Once, there were only one or two people who simply answered the …

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Excerpt Human resource management (HRM) is more than just personnel management.
It encompasses all areas of an organization's human capital. Learn more about
its importance, …

Contact Center Solutions – A Comprehensive Guide

Contact center solutions support agents and businesses in their effort to
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Today's contact centers serve a purpose beyond that of old-school call centers.
These call centers merely answered telephone calls and routed them to other …

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This guideline showcases the ease of customer service (CS) support through OTRS
customer service software by leveraging WA Business. Learn the need-to-know
basics of …


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OTRS Software Solutions
 * OTRS
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Use Cases
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