About OTRS
OTRS is a flexible service management solution that supports IT Service Management, customer service, and security incident management. It combines a ticketing system with workflow automation, knowledge management, and reporting, and can be deployed on-premises or as a managed cloud service. The product emphasizes privacy by design and ISO/IEC 27001 certified data centers to protect data. It integrates with existing applications and scales with organizational needs.
Key features
- Ticketing System
- Process Automation and Workflow Management
- Knowledge Management and Self-Service Portal
- CMDB and Asset Management
- Extensive Reporting and KPIs
- Security & Compliance (S/MIME, PGP, SSL, 2FA, Data Encryption)
- Web Services & LDAP/SSO Integrations
- Multichannel customer communication (email, chat, portal, etc.)
- On-Premise & Managed Cloud options
- Auditing, Change Management and Versioned Updates
- Data Centers compliant with ISO 27001
Why choose OTRS?
- Highly customizable and scalable service management platform that fits IT, HR, and business units
- ITIL-aligned processes with comprehensive automation and orchestration
- Strong security posture with privacy-by-design, encryption, and ISO 27001 data centers
- Flexible deployment: on-premise or fully managed cloud; easy integration with existing systems (ERP/CRM)
- Rich analytics, dashboards, and reporting to improve service delivery and ROI