OTRS

OTRS is a service management platform for handling inquiries, requirements, tasks and assets through ready-to-use and customizable solutions. It supports business process automation and workflows, and is offered for companies of any size. The platform covers use cases including customer service and support, IT service management, HR management, security management, task management, asset management, knowledge management and vulnerability management.

Core capabilities include ticket management, automation, reporting, ITIL-aligned processes, CMDB, BPMS, automatic time accounting, AI summaries of tickets and a Kanban view. Integrations are available through ready-to-use connectors and a REST API, covering categories such as DevOps and development, AI integration, asset and inventory, contract synchronization, customer synchronization, defect synchronization, external agent and customer backend, HR systems, incident synchronization, monitoring integration, process automation, procurement and ERP, and security and compliance. Named integrations include Active Directory, Asana, Azure, Azure DevOps, Baramundi, BOTfriends, Bugzilla, Checkmk, EV Observe, EV Reach, Filewave, Freshdesk, Fusion Inventory, GitHub, GitLab, Grafana, HP Service Manager, HubSpot, Icinga and iDoit. The platform is available as ((OTRS)) Community Edition and OTRS 8, with a managed option to move from the Community Edition. A trial instance can be requested. Security and privacy documentation covers secure development, vulnerability management, Zero Trust architecture, endpoint security, mandatory MFA, privacy and data protection, infrastructure and availability, and compliance and governance.