OTRS
Enterprise ticketing and IT service management system used by large organizations in 56 countries.
📍 Germany 🇩🇪, Oberursel
Product overview
OTRS is a service management system headquartered in Oberursel, Germany, originally launched as an open-source project in 2000. The commercial product handles IT service management (ITSM), customer service ticketing, and security incident management across a suite of modules: OTRS for general service desk, STORM for security operations, and CONTROL for information security management. The software is ITIL 4 certified and available in over 40 languages, which has helped it gain adoption across 56 countries. Notable users include Lufthansa, Airbus, Porsche, and NASA. In December 2024, French ITSM vendor EasyVista acquired over 90% of OTRS shares at €17 per share, taking the company private from the Frankfurt Stock Exchange. Both OTRS and its new parent are EU-headquartered. The product is available as managed cloud or on-premises, with pricing on a contact-sales basis only. OTRS does not offer a free trial or public pricing, and the former open-source Community Edition (version 6) is no longer actively developed. KEY FEATURES: - ITIL 4-certified incident, problem, change, and request management - Multi-channel ticketing with email, phone, and web portal - Security incident management (STORM) and ISMS (CONTROL) modules - Process and workflow automation with custom templates - Available in 40+ languages with on-premises or cloud deployment
