OTRS
Oberursel, Germany
What it is
OTRS is help desk and IT service management software for customer service, IT service management, and corporate security. It arranges incoming work into ticket queues for processing. An external customer portal lets people submit and manage requests, use a service catalog, and consult a knowledge base. Generic Agent jobs, process management, and postmaster filters automate tasks and incoming email handling. OTRS documents a REST API for incoming calls, while each web service requires configuration. Its SAP Solution Manager Connector provides two-way communication and ticket synchronization when SAP Solution Manager is available. Organizations can use a managed cloud service, an on-premises installation, or hybrid deployment. The software runs on Linux, Android, iOS, web, and through its API, but not Microsoft Windows. Installation requires a bare-metal server or virtual machine; containerized environments are unsupported. Agent mobile apps support multiple accounts and two-factor authentication methods. Pricing is on request, with no free plan.
For and against
For
- Ticket queues organize incoming work
- Customer portal includes catalog and knowledge base
- Automation handles tasks and incoming email
- Mobile apps support multiple accounts
- Managed cloud and on-premises options
Against
- No free plan
- Cannot run on Microsoft Windows
- Containerized environments are unsupported
- Pricing requires contacting sales
The verdict
OTRS combines ticket processing, customer self-service, automation, integrations, and mobile agent access. Check its Linux and infrastructure requirements, SAP dependency, and requested pricing before selecting it.
Who it suits
OTRS suits customer service, IT service management, and corporate security teams needing ticket queues, portals, automation, and Linux-based deployment. It can also fit organizations choosing managed cloud, on-premises, or hybrid hosting.
Plans and prices
OTRS service packages
Silver · Gold · Titanium · Platinum
Read 8 Oct 2026 · academy.otrs.com
On the record
- API
- OTRS documents a REST API for incoming REST calls, and web services must be configured for each system.academy.otrs.com · read 8 Oct 2026
- Automation
- OTRS includes Generic Agent jobs, process management, and postmaster filters to automate tasks and incoming email handling.academy.otrs.com · read 8 Oct 2026
- Customer portal
- The external interface lets users create and manage requests and access a service catalog and knowledge base.academy.otrs.com · read 8 Oct 2026
- Deployment limit
- OTRS requires a bare-metal server or virtual machine; containerized environments are not supported.academy.otrs.com · read 8 Oct 2026
- Hosting
- OTRS is available as a managed cloud service or as an on-premises installation.corporate.otrs.com · read 8 Oct 2026
- Linux requirement
- OTRS can be installed on Linux; running it on Microsoft Windows is not possible.academy.otrs.com · read 8 Oct 2026
- Managed support
- OTRS offers additional Premium Services that include a personal Technical Account Manager, with requests not limited in number.academy.otrs.com · read 8 Oct 2026
- Mobile apps
- The OTRS agent mobile app is available in the Google Play Store and Apple App Store and supports multiple accounts and two-factor authentication methods.academy.otrs.com · read 8 Oct 2026
- Pricing
- The OTRS Academy directs prospective customers to contact sales to learn about price packages and the booking process.academy.otrs.com · read 8 Oct 2026
- Purpose
- OTRS is help desk and IT service management software for customer service, IT service management, and corporate security.corporate.otrs.com · read 8 Oct 2026
- SAP integration
- The SAP Solution Manager Connector supports two-way communication and ticket synchronization with SAP Solution Manager; that system is required for the feature.academy.otrs.com · read 8 Oct 2026
- Security configuration
- Outgoing communication is restricted by default, including automatic cloud service connections; administrators can remove these restrictions through system configuration.academy.otrs.com · read 8 Oct 2026
- Ticketing
- The software organizes tickets in queues for processing.dev.otrs.com · read 8 Oct 2026
