OTRS

What OTRS is

OTRS is help desk and IT service management software for customer service, IT service management, and corporate security. It places work into ticket queues so teams can process requests. Through its customer portal, external users can create and manage requests, consult a service catalog, and use a knowledge base. For task and email handling, OTRS provides Generic Agent jobs, process management, and postmaster filters. It documents a REST API for incoming calls; web services need to be configured for each system. The SAP Solution Manager Connector enables two-way communication and ticket synchronization with SAP Solution Manager, which is required to use the connector. Organizations can deploy OTRS as a managed cloud service or install it on premises; hybrid deployment is also listed. Linux installation is supported, while Microsoft Windows is not. OTRS requires a bare-metal server or virtual machine and does not support containerized environments. Agent mobile apps are available for Android and iOS, with support for multiple accounts and two-factor authentication methods. OTRS was founded in 2003 and is headquartered in Oberursel, Germany. It is paid software with pricing available on request and has no free plan.

Who it suits

OTRS suits customer service and IT teams that need ticket queues, a customer portal, and tools to automate tasks and incoming email. It also fits organizations that can use Linux and deploy on a bare-metal server or virtual machine, or choose its managed cloud service.

Getting started

1. Visit the OTRS website.
2. Choose the managed cloud service or an on-premises installation; hybrid deployment is also listed.
3. For on-premises installation, use Linux and a bare-metal server or virtual machine.
4. Contact sales to learn about price packages and the booking process.
5. Select from the OTRS service packages: Silver, Gold, Titanium, or Platinum.
6. Install the agent mobile app from Google Play or the Apple App Store if needed.

Verdict

Choose OTRS if your organization needs help desk and IT service management with ticket queues, a customer portal, and task and email automation. Look elsewhere if you need a free plan, Windows installation, or containerized deployment.