OTRS

OTRS is a flexible and customizable service management platform·otrs.com

On request · Self-hostable See pricing ↓

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

Help DeskCustomer Service & SupportIT Service ManagementOffice ManagementHR ManagementCyber DefenseAsset ManagementSecurity Incident ManagementVulnerability ManagementISO 27001 / ISMS complianceBusiness Process ManagementTask ManagementTicketingIssue TrackingKnowledge Management

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

free trialself-hostableAPI

TypeWeb app

DeploymentHybrid

LanguagesEnglish, German, Spanish, Portuguese, Hungarian, French, Italian

Forcompanies of any size, IT teams, customer service teams, HR departments, office management teams, security operations centers (SOCs), CERTs

CompanyOTRS AG

Integrations

VirusTotal

Complianceself-reported

ISO 27001ITIL 4

Resources

Changelog

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.

StarterQuote

Described as 'Solid basic processes'; price available only via quote.

Asset Management limited to 1,000 configuration items

AdvancedQuote

Marked 'Most popular'; for integration-focused customers; price available only via quote.

ProQuote

Price available only via quote.

Unlimited amount of configuration items