[Home](https://www.selecthub.com/) \> [Help Desk Management](https://www.selecthub.com/category/help-desk/) \> [ITSM Software](https://www.selecthub.com/c/itsm-software/) \> OTRS Categories: * [ITSM Software](https://www.selecthub.com/c/itsm-software/) * [Help Desk Software](https://www.selecthub.com/c/help-desk-software/) * [...](#) ## What Is OTRS? **Industry Specialties:** Manufacturing, Service industries, Education, Logistics, Food services, Telecommunications, Call centers, Healthcare, Government, IT Services. OTRS is a comprehensive IT Service Management platform, recently acquired by BestIT GmbH, designed to streamline and manage support tasks effectively. It offers robust ticketing systems, enabling organizations to track and resolve incidents, manage problems, and oversee changes with ease. Suitable for medium to large enterprises across various sectors such as IT, healthcare, and finance, OTRS excels in providing customizable workflows and scalable solutions tailored to diverse operational needs. One of its standout benefits is the high degree of flexibility it offers, allowing businesses to adapt the system to their unique processes seamlessly. Popular features include multi-channel support, automation capabilities, detailed reporting, and a knowledge base, all contributing to enhanced efficiency and service quality. Users often praise OTRS for its powerful customization options and reliable performance, although some find the user interface less intuitive compared to newer alternatives. Pricing varies based on deployment and specific requirements, so it is recommended to contact SelectHub for a tailored quote. PRICE $ $ $ $ $ COMPANY SIZE S M L DEPLOYMENT PLATFORM [ Try Before You Buy. Request a Free Demo Today! Request Demo It's completely free! ](https://pmo.selecthub.com/get-product-demo/?category=ITSM+Software&product%5Fname=OTRS&origin%5Furl=https%3A%2F%2Fwww.selecthub.com%2Fp%2Fitsm-software%2Fotrs%2F&product%5Flogo=https%3A%2F%2Fcdn.selecthub.com%2Fproducts%2F2202eeec3aeb5e6c7b99327035076a80-f111628834e3798a7a18120b84b73e78%2Fresources%2Fnormal%2Flogo.webp%3F1739617857) User Sentiment i ![User satisfaction level icon: excellent]() Based on 69 reviews: Add your rating: ![Screenshots]()![Screenshots]()![Screenshots]()![Screenshots]() Product Screenshots and Videos ## #7 OTRS is ranked #7 in the ITSM Software product directory based on the latest available data collected by SelectHub. Compare the leaders with our In-Depth Report. [Get the Report Now ](https://pmo.selecthub.com/request-custom-scorecard?category%5Fslug=itsm-software&product%5Fslug=otrs&page%5Ftype=product&slug=otrs&product%5Fname=OTRS&category=ITSM+Software&origin%5Furl=https%3A%2F%2Fwww.selecthub.com%2Fp%2Fitsm-software%2Fotrs%2F) ## OTRS Pricing Based on our most recent analysis, OTRS pricing starts in the range of $10 - $100. [Get Price Quote](https://pmo.selecthub.com/get-product-pricing/?category=ITSM+Software&product%5Fname=OTRS&origin%5Furl=https%3A%2F%2Fwww.selecthub.com%2Fp%2Fitsm-software%2Fotrs%2F&product%5Flogo=https%3A%2F%2Fcdn.selecthub.com%2Fproducts%2F2202eeec3aeb5e6c7b99327035076a80-f111628834e3798a7a18120b84b73e78%2Fresources%2Fnormal%2Flogo.webp%3F1739617857&price=2) Price $ $ $ $ $ i Starting From Custom Quote i Pricing Model Per User, Monthly, Quote-Based Free Trial Yes ([Request for Free](https://pmo.selecthub.com/free-trial/?product%5Fname=OTRS&category=ITSM+Software&product%5Flogo=https://cdn.selecthub.com/products/2202eeec3aeb5e6c7b99327035076a80-f111628834e3798a7a18120b84b73e78/resources/normal/logo.webp?1739617857)) ## Training Resources OTRS is supported with the following types of training: Documentation In Person Live Online Videos Webinars ## Support The following support services are available for OTRS: Email Phone Chat FAQ Forum Help Desk Knowledge Base Tickets Training 24/7 Live Support ## OTRS Benefits and Insights Why use OTRS? ### Key differentiators & advantages of OTRS * **Improved Efficiency:** OTRS streamlines workflows by automating repetitive tasks, allowing IT teams to focus on more complex issues and reducing response times. * **Enhanced Communication:** The platform centralizes communication, ensuring that all stakeholders have access to the same information, which minimizes misunderstandings and improves collaboration. * **Customizable Workflows:** OTRS allows organizations to tailor workflows to their specific needs, ensuring that processes align with business objectives and improve overall service delivery. * **Scalability:** As your organization grows, OTRS can scale to accommodate increased demand, ensuring consistent service levels without the need for significant additional resources. * **Comprehensive Reporting:** The software provides detailed analytics and reporting capabilities, enabling managers to make data-driven decisions and identify areas for improvement. * **Cost Reduction:** By automating routine tasks and improving efficiency, OTRS helps reduce operational costs, freeing up budget for strategic initiatives. * **Improved Customer Satisfaction:** Faster response times and more efficient service management lead to higher customer satisfaction and loyalty. * **Security and Compliance:** OTRS includes robust security features and compliance tools, helping organizations protect sensitive data and adhere to industry regulations. * **Knowledge Management:** The platform facilitates the creation and sharing of knowledge bases, empowering employees with the information they need to resolve issues quickly and effectively. * **Integration Capabilities:** OTRS can seamlessly integrate with other systems and tools, enhancing its functionality and ensuring a cohesive IT ecosystem. * **Reduced Downtime:** By efficiently managing incidents and problems, OTRS minimizes downtime, ensuring that IT services remain available and reliable. * **Resource Optimization:** The software helps allocate resources more effectively, ensuring that the right people are working on the right tasks at the right time. * **Proactive Problem Management:** OTRS enables teams to identify and address potential issues before they escalate, reducing the impact on business operations. * **Flexible Deployment Options:** Whether on-premise or in the cloud, OTRS offers deployment flexibility to suit the specific needs and infrastructure of your organization. * **Continuous Improvement:** With its feedback mechanisms and performance metrics, OTRS supports a culture of continuous improvement, driving long-term success. ### Industry Expertise OTRS is a service management solution that is particularly well-suited for IT service teams, as it offers ITIL-compliant processes and preconfigured workflows for incident and change management. It is also used by companies in various industries, including telecommunications, healthcare, and education, and can be adapted to meet the specific needs of different departments within an organization. ## OTRS Reviews Based on our most recent analysis, OTRS reviews indicate a 'excellent' User Satisfaction Rating of 90% based on 69 user reviews from 1 recognized software review sites. ![User satisfaction level icon: excellent]() 69 reviews 90% of users would recommend this product ### Synopsis of User Ratings and Reviews Based on an aggregate of OTRS reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst. #### Pros * **Robust Ticket Management:** User reviews consistently praise OTRS for its efficient ticket management, enabling organized tracking and resolution of IT issues. * **Customization:** Users appreciate the flexibility to tailor workflows, create templates, and customize fields, adapting OTRS to their specific needs. * **Integration:** OTRS is noted for its compatibility with other IT tools, including ADFS servers, streamlining operations and data flow. * **Comprehensive History:** The software provides a detailed record of past and ongoing tickets, including solutions implemented, aiding in knowledge management and problem resolution. #### Cons * **Steep Learning Curve:** User reviews describe OTRS as having a steep learning curve, especially for administrators who need to go beyond basic configurations. * **Outdated Interface:** Some user reviews mention that the user interface feels outdated, which can hinder navigation and overall user experience. * **Limited Reporting:** Users have pointed out that the reporting functionality in OTRS can be difficult to use effectively without additional paid features. * **Data Encryption Issues:** Some user reviews report experiencing problems with the data encryption module, indicating potential security concerns. #### Researcher's Summary: Is OTRS the one true solution for IT service management? User reviews from the last year suggest a more nuanced answer. While OTRS is generally praised for its robust ticket management system and cost-effectiveness, particularly for organizations prioritizing customization, some users find its interface outdated and less intuitive than competitors like Jira Service Management. For instance, one user lauded OTRS's email inbound capabilities as "maybe unique!" and praised its customizability, while another found the user interface "looking quite old" and difficult to navigate. This contrast highlights a key differentiating factor: OTRS's strength lies in its flexibility for experienced users who can leverage its open-source nature for deep customization, while its weakness lies in its steeper learning curve for beginners. This makes OTRS ideal for organizations with dedicated IT staff comfortable with customization and command-line management, as they can tailor the platform to their specific workflows. However, smaller teams or those seeking a more intuitive, out-of-the-box solution might find OTRS's learning curve a hurdle. In essence, OTRS is like a seasoned mechanic's toolbox: powerful in the right hands, but potentially overwhelming for a novice. ## Key Features Notable OTRS features include: * **Ticket Management:** Efficiently organize and prioritize customer inquiries with a robust ticketing system that supports categorization, tagging, and escalation. * **Automated Workflows:** Streamline repetitive tasks through customizable automation rules, reducing manual intervention and improving response times. * **Knowledge Base Integration:** Empower agents with access to a comprehensive repository of solutions and FAQs, facilitating quicker resolution of common issues. * **Multi-Channel Support:** Handle customer interactions across various channels, including email, phone, and chat, from a single unified interface. * **Service Level Management:** Define and monitor service level agreements (SLAs) to ensure compliance and maintain high standards of customer service. * **Reporting and Analytics:** Gain insights into performance metrics with detailed reports and dashboards, enabling data-driven decision-making. * **Role-Based Access Control:** Secure sensitive information by assigning permissions based on user roles, ensuring that only authorized personnel have access to specific data. * **Customizable Interface:** Tailor the user interface to match organizational branding and workflow requirements, enhancing user experience and adoption. * **Integration Capabilities:** Seamlessly connect with third-party applications and systems via APIs, enhancing functionality and interoperability. * **Change Management:** Manage IT changes effectively with a structured process that includes planning, approval, and implementation stages. * **Incident Management:** Quickly address and resolve incidents to minimize downtime and maintain service continuity. * **Problem Management:** Identify and mitigate the root causes of recurring issues to prevent future incidents and improve system reliability. * **Configuration Management Database (CMDB):** Maintain an accurate inventory of IT assets and their relationships, supporting informed decision-making and impact analysis. * **Customer Portal:** Provide customers with a self-service portal for submitting tickets, tracking progress, and accessing knowledge resources. * **Escalation Management:** Ensure timely resolution of critical issues by automatically escalating tickets based on predefined criteria. * **Task Management:** Organize and track tasks associated with tickets, projects, or changes, ensuring accountability and completion. * **Time Accounting:** Monitor and record time spent on various activities, facilitating accurate billing and resource allocation. * **Notification System:** Keep stakeholders informed with customizable notifications and alerts triggered by specific events or conditions. * **Mobile Accessibility:** Access OTRS on-the-go with mobile-friendly interfaces, ensuring flexibility and responsiveness. * **Security Features:** Protect data integrity and confidentiality with robust security measures, including encryption and audit trails. ## Awards OTRS stands above the rest by achieving an ‘Excellent’ rating as a User Favorite. ![User Favorite Award]() ## Similar Products Here are the most similar products to OTRS. 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Review Title Pros Cons Overall feedback Your name Your job title Industry [Choose your main industry ](javascript:void%28%29) * [Accounting / CPA](javascript:void%28%29) * [Advertising](javascript:void%28%29) * [Aerospace & Defense](javascript:void%28%29) * [Agriculture](javascript:void%28%29) * [Apparel](javascript:void%28%29) * [Architecture](javascript:void%28%29) * [Auto Dealership](javascript:void%28%29) * [Automotive](javascript:void%28%29) * [Banking & Financial Services](javascript:void%28%29) * [Banking & Mortgage](javascript:void%28%29) * [Chemicals](javascript:void%28%29) * [Construction & Engineering](javascript:void%28%29) * [Construction / Contracting](javascript:void%28%29) * [Consulting](javascript:void%28%29) * [Consumer Products](javascript:void%28%29) * [Distribution](javascript:void%28%29) * [E-commerce](javascript:void%28%29) * [Education](javascript:void%28%29) * [Electronics](javascript:void%28%29) * [Energy & Utilities](javascript:void%28%29) * [Federal Government](javascript:void%28%29) * [Field Maintenance](javascript:void%28%29) * [Food & Beverage](javascript:void%28%29) * [Healthcare / Social Services](javascript:void%28%29) * [Hospitality / Gaming / Travel](javascript:void%28%29) * [Human Resources](javascript:void%28%29) * [Industrial Machinery](javascript:void%28%29) * [Information Technology & High Tech](javascript:void%28%29) * [Insurance](javascript:void%28%29) * [Legal](javascript:void%28%29) * [Maintenance / Field Service](javascript:void%28%29) * [Manufacturing](javascript:void%28%29) * [Marketing Services](javascript:void%28%29) * [Media & Communications / Entertainment](javascript:void%28%29) * [Mill Products](javascript:void%28%29) * [Mining / Metals](javascript:void%28%29) * [Mortgage](javascript:void%28%29) * [Non-Profit](javascript:void%28%29) * [Not Available](javascript:void%28%29) * [Oil & Gas](javascript:void%28%29) * [Other](javascript:void%28%29) * [Other Services](javascript:void%28%29) * [Payroll Provider](javascript:void%28%29) * [Pharmaceuticals](javascript:void%28%29) * [Professional Employer Organization](javascript:void%28%29) * [Professional Services](javascript:void%28%29) * [Property Management](javascript:void%28%29) * [Public Sector](javascript:void%28%29) * [Real Estate](javascript:void%28%29) * [Recruiting Agency](javascript:void%28%29) * [Religious Institutions](javascript:void%28%29) * [Retail](javascript:void%28%29) * [Sales & Marketing](javascript:void%28%29) * [Semiconductors](javascript:void%28%29) * [Software / IT](javascript:void%28%29) * [Sports and Recreation](javascript:void%28%29) * [Staffing Agency](javascript:void%28%29) * [State & Local Government](javascript:void%28%29) * [Telecommunications](javascript:void%28%29) * [Third-Party Administrator](javascript:void%28%29) * [Transportation & Logistics](javascript:void%28%29) * [Wholesale Distribution](javascript:void%28%29) Company Size [Choose your company size ](javascript:void%28%29) * [1 employee](javascript:void%28%29) * [2 to 9 employees](javascript:void%28%29) * [10 - 19 employees](javascript:void%28%29) * [20 - 49 employees](javascript:void%28%29) * [50 - 99 employees](javascript:void%28%29) * [100 - 499 employee](javascript:void%28%29) * [500 - 999 employees](javascript:void%28%29) * [1,000 - 2,499 employees](javascript:void%28%29) * [2,500 - 4,999 employees](javascript:void%28%29) * [5,000 - 9,999 employees](javascript:void%28%29) * [10,000 - 24,999 employees](javascript:void%28%29) * [25,000 - 49,999 employees](javascript:void%28%29) * [50,000 + employees](javascript:void%28%29) ```json { "@context": "https://schema.org", "@type": "BreadcrumbList", "itemListElement": [ { "@type": "ListItem", "position": 1, "name": "Home", "item": "https://www.selecthub.com/" }, { "@type": "ListItem", "position": 2, "name": "Help Desk Management", "item": "https://www.selecthub.com/category/help-desk/" }, { "@type": "ListItem", "position": 3, "name": "ITSM Software", "item": "https://www.selecthub.com/c/itsm-software/" }, { "@type": "ListItem", "position": 4, "name": "OTRS" } ] } { "@context": "http://schema.org", "@type": "SoftwareApplication", "name": "OTRS", "description": " OTRS is a comprehensive IT Service Management platform, recently acquired by BestIT GmbH, designed to streamline and manage support tasks effectively. It offers robust ticketing systems, enabling organizations to track and resolve incidents, manage problems, and oversee changes with ease. Suitable for medium to large enterprises across various sectors such as IT, healthcare, and finance, OTRS excels in providing customizable workflows and scalable solutions tailored to diverse operational needs. One of its standout benefits is the high degree of flexibility it offers, allowing businesses to adapt the system to their unique processes seamlessly. Popular features include multi-channel support, automation capabilities, detailed reporting, and a knowledge base, all contributing to enhanced efficiency and service quality. Users often praise OTRS for its powerful customization options and reliable performance, although some find the user interface less intuitive compared to newer alternatives. Pricing varies based on deployment and specific requirements, so it is recommended to contact SelectHub for a tailored quote. ", "review": { "@type": "Review", "author": { "@type": "Person", "name": "Kriti Sahay", "reviewBody": "Is OTRS the one true solution for IT service management? User reviews from the last year suggest a more nuanced answer. While OTRS is generally praised for its robust ticket management system and cost-effectiveness, particularly for organizations prioritizing customization, some users find its interface outdated and less intuitive than competitors like Jira Service Management. For instance, one user lauded OTRS's email inbound capabilities as \"maybe unique!\" and praised its customizability, while another found the user interface \"looking quite old\" and difficult to navigate. This contrast highlights a key differentiating factor: OTRS's strength lies in its flexibility for experienced users who can leverage its open-source nature for deep customization, while its weakness lies in its steeper learning curve for beginners. This makes OTRS ideal for organizations with dedicated IT staff comfortable with customization and command-line management, as they can tailor the platform to their specific workflows. However, smaller teams or those seeking a more intuitive, out-of-the-box solution might find OTRS's learning curve a hurdle. 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