The flexible support and customer service software
OTRS is the world's most widely used IT service management solution. More than 200,000 companies and organisations use OTRS as part of their professional operations. And that's not just DAX companies, universities and organisations like Wikipedia: Small to medium-sized businesses also rely on OTRS to meet their service management needs.
In most instances, OTRS is used as a ticketing or IT helpdesk solution. Using free modular extensions and its support for 37 languages, the system can also be expanded into an ITIL-compliant IT service management platform for handling configuration and change management functions as well as incorporating a CMDB.
A central component of OTRS is its service level management function, which makes it possible to classify customer queries. Response, update and resolution times can easily be set and monitored. This makes OTRS a perfect platform for even non-IT service organisations: Be it customer service, vendor support, facilities management or human resources, the OTRS system provides everything you need to deliver customer-oriented communications.
Due to its high level of functionality, seamless integration into existing infrastructures and scalability, OTRS is particularly well suited for medium-sized businesses and corporations: As there is no per user, agent or even ticket charge, the free, full version (AGPL v3 license) often provides a five to six figure saving.
The most important areas where OTRS is used:
- IT service management
- Customer service
- Security management
- Facilities management
- Personnel management
- Call centre