((OTRS)) Community Edition (original) (raw)
Upgrade to the current OTRS – without starting over.
((OTRS)) Community Edition was a great way to begin. But 6.x is end-of-life and no longer maintained by OTRS – meaning no official security fixes or vendor support. Switch to today’s OTRS to stay secure, compliant, and continuously improved – without the maintenance burden. And to make the move easy, we’ll give you free migration consultancy plus an instantly available sandbox so you can start migrating your workflows and data right away.
- Free migration call + sandbox access included
- Validate workflows and data first—then migrate with confidence
Current OTRS Agent Interface – Dashboard
Trusted by teams worldwide – across regulated and high-volume environments
Organizations rely on OTRS to structure service delivery across IT, customer service, and security – at scale, with consistency and control.
Everything you unlock when you move to the current OTRS
Upgrade from a deprecated 6.x setup to a secure, supported, continuously evolving platform – built for modern service workflows.
Any-prem deployment options
Choose SaaS/Managed or self-hosted – match your infrastructure, policies, and sovereignty needs.
Ready-to-use connectors + REST API
Connect OTRS to your ecosystem fast, then automate anything with REST API-powered workflows.
GDPR-ready & security-first
Move to a platform designed for modern security and compliance expectations.
Always current: patches, security fixes & continuous innovation
Get immediate access to updates – including critical security releases – plus a living roadmap.
Built-in AI features
Bring AI into daily operations to speed up triage, reduce manual effort, and improve consistency.
Full support – plus optional 24/7 coverage
Get expert help when you need it, with 24/7 available for mission-critical environments.
Modern UI built for productivity
A cleaner, faster experience for agents and customers – driving adoption and speed.
The full platform & all solutions – ready now
Access the complete OTRS platform, including advanced capabilities like incident remediation and observability.
The New Gartner® Market Guide 2025 for ITSM Platforms
Modern agent interface built for speed and clarity.
Modern UI & self-service portal
A better day-to-day experience
Give agents and customers a modern experience with personalization, clearer visibility, and faster navigation – so teams resolve more requests with less friction.
- Personalizable interfaces for agents and customers
- Faster navigation and clearer work context
- Higher adoption across teams
Process automation with BPMS
Standardize outcomes, reduce manual work
Convert your service know-how into structured workflows that guide agents step-by-step. Reduce manual handoffs, prevent missed steps, and keep every request on the right path.
- Predefined processes you can use immediately
- Automate handoffs and approvals
- Improve consistency and governance
Turn best practices into repeatable workflows – without custom code.
Integrate once—automate everywhere across your toolchain.
REST API & web services
Connect tools, automate workflows
Build reliable integrations to create and update tickets from external events, synchronize data across systems, and automate actions end-to-end – without brittle workarounds.
- Create/modify tickets based on external events
- Synchronize data bi-directionally
- Automate cross-platform workflows
See how teams modernize from ((OTRS)) Community Edition to OTRS
Discover how organizations upgrade to a secure, continuously updated platform – with migration guidance that reduces risk and accelerates time-to-value.
Link assets to tickets to improve impact and decision-making.
CMDB & relationship-driven ITSM
Add ITSM depth and context
Connect incidents, changes, and services to the configuration items they affect. Understand dependencies, reduce guesswork, and make better decisions with real operational context.
- Track CIs and statuses
- Link assets to tickets and planned changes
- Support impact analysis with dependencies
SLA, escalations & reporting
Control performance, prove results
Keep tickets moving with SLA logic and escalations – then measure outcomes with dashboards and reports that make performance visible to every stakeholder.
- SLA compliance and automated escalations
- Visibility into volume, productivity and performance
- Scheduled reporting in multiple formats
Keep every request on track and prove performance with reporting.
AI that helps agents work faster – inside the workflow.
AI-assisted productivity
Work faster with built-in intelligence
Bring AI into daily operations to reduce manual effort and speed up resolution – helping agents triage faster, respond more consistently, and keep knowledge structured.
- AI Classification
- AI Summary
- AI Service Description
Switch to OTRS today
Stay secure, compliant, and continuously improved – without the maintenance burden.
Discover the OTRS Solutions
Choose the solution that fits your use case or combine them on one platform.
Help Desk
A modern, streamlined service desk to handle requests, organize work, and deliver consistent support across teams.
Customer Service & Support
Deliver fast, reliable customer service with omnichannel intake, clear ownership, SLAs, and a better customer experience.
IT Service Management
Build ITSM processes you can trust – incidents, changes, service catalog, automation, and governance to scale IT delivery.
Office Management
Standardize and automate office and shared-services requests – from facilities to procurement – with transparent workflows and approvals.
HR Management
Manage employee services with structured workflows for HR requests, onboarding, internal cases, and people operations.
Cyber Defense – STORM
Run security operations with structured incident response, faster triage, clear documentation, and coordinated remediation.
The New Gartner® Market Guide 2025 for ITSM Platforms