OTRS
OTRS is a flexible and customizable service management platform·otrs.com
OTRS is a service management platform for Customer Service, ITSM, ISMS and Cyber Defense that helps companies structure communication and automate business processes. It offers ticketing, workflow automation, asset management (CMDB), knowledge management and security incident handling, and is designed to be configured to a company's specific requirements rather than forcing the company to adapt to it. It is available both on-premise and as a managed/SaaS offering, and is described as audit-proof and certified for ITIL 4.
What it's for
Features 20
- 24x7 Support (Pro plan)
- AI Credits for AI-powered features
- AI summaries of tickets
- Asset Management / CMDB
- Automated Security Alert Processing
- Automatic time accounting for billing and planning
- Business Process Management (BPMS)
- Continuous encryption of all incoming and outgoing communications
- Integration with SIEM systems
- ITIL 4-aligned processes
- Kanban View
- Knowledge Management
- Open web services API for real-time collaboration
- Report Generator for audit-proof documentation
- Test system environment
- Ticketing system
- Unlimited configuration items (Pro plan)
- Webservices integration
- WHOIS search, CVE numbers and checksums lookup in tickets
- Workflow automation
At a glance
Integrations
Complianceself-reported
Resources
Pricing
All plans (Starter, Advanced, Pro) require requesting a custom quote; no public pricing figures are shown. Licensed user count and add-ons (AI Credits, Storage, Asset/CI, SMS Alerts, On-Premise Services) affect the final price. OTRS Premium Services are offered as a separate modular subscription (Launch, Expand tiers) also priced on request.
Described as 'Solid basic processes'; price available only via quote.
Asset Management limited to 1,000 configuration items
Marked 'Most popular'; for integration-focused customers; price available only via quote.
Price available only via quote.
Unlimited amount of configuration items