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.
OTRS Alternatives
Pipefy is a low-code Business Orchestration and Automation Technologies (BOAT) platform designed to act as a modern middleware layer for the enterprise stack.
Rather than replacing existing Systems of Record (SORs) like SAP, Oracle, or Salesforce, Pipefy wraps them in an agile orchestration layer. This architecture allows technical teams to modernize legacy operations and extend the life of core systems without the risks associated with "rip and replace" projects. Pipefy provides the infrastructure to sanitize data inputs, manage complex business logic, and orchestrate API calls between fragmented endpoints.
Technical & Architectural Highlights:
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EcholoN is a flexible platform for IT Service Management (ITSM), Enterprise Service Management (ESM), Service Desk, Help Desk, Customer Service and Field Service Management. It helps organizations manage service processes, workflows, assets, knowledge and business information in one integrated environment.
A key component is the EcholoN Enterprise Application Framework. It enables companies to configure workflows, forms, data structures, roles and business logic and to create individual business applications on the same platform. This allows EcholoN to support requirements beyond traditional ticketing and service management.
The platform covers Incident, Request, Problem and Change Management, Service Catalogs, Knowledge Management, IT Asset and Configuration Management, customer and contract processes, complaint management, quality processes, maintenance and technical field service.
Workflow automation, rules, notifications, escalations, dashboards and reporting help standardize processes, improve transparency and reduce manual effort. EcholoN can be used across IT and other departments such as customer service, technical service, facilities, HR and quality management.
With its modular architecture, integration capabilities and Enterprise Application Framework, EcholoN provides a scalable foundation for ITSM, ESM, Field Service, process automation and custom enterprise applications.
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SuperOps is the AI-native unified platform for modern MSPs and internal IT teams. It replaces the typical four-to-six-tool IT operations stack - PSA, RMM, helpdesk, MDM, asset tracking, network monitoring, patch management and IT documentation - with a single, built-as-one platform on a shared data layer. That architectural choice is what makes the rest of the platform work, particularly its agentic AI. Monica AI, SuperOps' intelligence layer, was designed alongside the platform from day one. It triages tickets, surfaces patch and CVE risks, drafts worklogs, suggests knowledge base articles, and increasingly handles fully autonomous workflows for routine work. SuperOps supports Windows, macOS, Linux, iOS, iPadOS and Android, integrates with the IT and MSP ecosystem (Slack, Teams, Azure AD, Okta, QuickBooks, Xero, Bitdefender, SentinelOne and more), and bundles Splashtop and ISL Online remote access free. Transparent pricing, fast deployment, founder-led product investment.
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Pricing
Pricing Information:
Based upon needs. Contact sales@otrs.com for a quote.
Free Trial:
Yes
Integrations
Company Details
Company:
OTRS Group
Year Founded:
2003
Headquarters:
Germany
Website:
www.otrs.com
Media
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Product Details
Platforms
Web-Based
Types of Training
Training Docs
Live Training (Online)
In Person
Customer Support
Business Hours
Live Rep (24/7)
Online Support
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
OTRS Lists
OTRS User Reviews
Write a Review-
Likelihood to Recommend to Others1 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.
Read More...
At first it's really hard, because the amount of functionality and settings is huge.
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