OTRS Description

OTRS can be used to support any team within your company. It combines all the tools necessary to make service management successful.
- Ticketing
- calendaring,
- CMDB
Process management
Reporting
Multiple channels for customer access
Knowledge base
Service catalog and other information.

Your teams have all the information they need and workflows at their fingertips to provide seamless service and customer satisfaction. Customers love the self-service options available through an external portal. They can share knowledge bases articles and informational pages, and they can send requests directly to your team.

The SERVIEW CERTIFIED TOOL seal was given to the OTRS service management software.

Pricing

Pricing Information:
Based upon needs. Contact sales@otrs.com for a quote.
Free Trial:
Yes

Integrations

View Integrations

Reviews - 1 Verified Review

Total
ease
features
design
support
See More Reviews Write a Review

Company Details

Company:
OTRS Group
Year Founded:
2003
Headquarters:
Germany
Website:
www.otrs.com
Update This Listing

Media

Play Video Seamless Collaboration Instant Customer Details Easy-to-Use Reporting Multi-Channel Communication
Recommended Products
Secure your business by securing your people. Icon
Secure your business by securing your people.

Over 100,000 businesses trust 1Password

Take the guesswork out of password management, shadow IT, infrastructure, and secret sharing so you can keep your people safe and your business moving.
Try it free for 14 days

Product Details

Platforms
SaaS
Type of Training
Documentation
Live Online
In Person
Customer Support
Phone Support
24/7 Live Support
Online

OTRS Features and Options

Help Desk Software

Alerts / Escalation
Automated Routing
Community Forums
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Incident Management
Interaction Tracking
Knowledge Base
Known Issue Management
Live Chat
Multi-Channel Communication
Multiple Brands / Products
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management

Workflow Management Software

Access Controls/Permissions
Approval Process Control
Business Process Automation
Calendar Management
Compliance Tracking
Configurable Workflow
Customizable Dashboard
Document Management
Forms Management
Graphical Workflow Editor
Mobile Access
No-Code
Task Management
Third Party Integrations
Workflow Configuration

ITSM Software

Asset Tracking
Availability Management
Change Management
Configuration Management
Contract/License Management
Dashboard
Incident Management
Problem Management
Project Management
Release & Deployment Management
Self Service Portal

IT Service Software

Contract Management
IT Asset Management
Incident Management
Knowledge Management
Release Management
Self Service Portal
Service Catalog
Service Reporting
Ticket Management

Service Desk Software

CMDB
Change Management
IT Asset Management
Incident Management
Knowledge Base
Mobile Access
Procurement Management
Remote Control
SLA Management
Self Service Portal

Complaint Management Software

Case Management
Complaint Classification
Corrective Actions (CAPA)
Customer Complaint Tracking
Feedback Management
Forms Management
Issue Tracking
Quality Assurance Management
Routing
Self Service Portal
Social Media Monitoring
Survey Management

Business Process Management Software

Access Controls / Permissions
Alerts / Notifications
Business Process Automation
Business Rules Management
Collaboration
Process Change Tracking
Process Mapping
Process Modeling & Design
Visual Workflow Management

Field Service Management Software

Billing & Invoicing
Contact Database
Contract Management
Customer Database
Dispatch Management
Electronic Signature
Inventory Management
Mobile Access
Payment Collection in the Field
Quotes / Estimates
Routing
Scheduling
Service History Tracking
Time Clock
Work Order Management

Incident Management Software

Audit Trail
Corrective Actions (CAPA)
Disaster Recovery
IT Incident Management
Incident Reporting
OSHA Compliance
Root-Cause Diagnosis
Safety Management
Task Management
Ticket Management

Tradesman Job Management Software

Contract Management
Customer Database
Dispatch Management
For Builders
For Electricians
For Field Service Businesses
For HVAC
For Plumbers
For Roofers
Invoicing
Job Tracking
Payments
Quoting
Reporting
Scheduling
Time Tracking

OTRS User Reviews

Write a Review
  • Name: Tobias B.
    Job Title: Co-CEO
    Length of product use: 6-12 Months
    Used How Often?: Daily
    Role: User, Administrator, Deployment
    Organization Size: 1 - 25
    Features
    Design
    Ease
    Pricing
    Support
    Likelihood to Recommend to Others
    1 2 3 4 5 6 7 8 9 10

    Great! Open Source Version OTOBO

    Date: Feb 15 2022

    Summary: Overall its really good. But I would advice you to take a look at OTOBO its based on OTRS and it is Open Source.

    Positive: I like that it has a lot of features, especially that you can automatically create tickets from emails.
    You also have a lot of options for the frontend.

    Negative: No cons.
    At first it's really hard, because the amount of functionality and settings is huge.

    Read More...