OTRS
OTRS is help desk and IT service management software for customer service, IT service management, and corporate security.
What OTRS is
OTRS is help desk and IT service management software for customer service, IT service management, and corporate security. It organizes work in ticket queues and provides an external portal where users can create and manage requests, browse a service catalog, and access a knowledge base. Generic Agent jobs, process management, and postmaster filters support automation of tasks and incoming email. OTRS documents a REST API for incoming calls, with web services configured separately for each system. Its SAP Solution Manager Connector supports two-way communication and ticket synchronization, but requires SAP Solution Manager. Organizations can choose managed cloud service or on-premises installation; hybrid deployment is also listed. OTRS runs on Linux, not Microsoft Windows, and requires a bare-metal server or virtual machine rather than a containerized environment. Agent apps are available for Android and iOS and support multiple accounts and two-factor authentication methods. There is no free plan, and pricing is on request. Service packages are named Silver, Gold, Titanium, and Platinum.
Good
- Customer portal includes a service catalog and knowledge base
- Automation covers tasks and incoming email
- Agent apps support multiple accounts
- Available as managed cloud or on-premises
Watch out
- No free plan
- Pricing is on request
- Does not run on Microsoft Windows
- Containerized environments are not supported
Who it suits
It suits customer service, IT service management, and corporate security teams that need ticket queues, a customer portal, and automation. Linux deployment is required for installation.
Verdict
OTRS combines ticket queues, portal access, and automation, with cloud and on-premises deployment options. Its Linux and server requirements, along with pricing on request, may shape whether it fits a team.
Plans and prices
From OTRS's own pricing page, checked 8 Oct 2026.
| Plan | Price | What it gives you |
|---|---|---|
| OTRS service packages | Priced on request | Silver · Gold · Titanium · Platinum |
The facts
Each one read from OTRS's own pages, with the date it was checked.
What it does
- API
- OTRS documents a REST API for incoming REST calls, and web services must be configured for each system.checked 8 Oct 2026
- Automation
- OTRS includes Generic Agent jobs, process management, and postmaster filters to automate tasks and incoming email handling.checked 8 Oct 2026
- Customer portal
- The external interface lets users create and manage requests and access a service catalog and knowledge base.checked 8 Oct 2026
- Deployment limit
- OTRS requires a bare-metal server or virtual machine; containerized environments are not supported.checked 8 Oct 2026
- Hosting
- OTRS is available as a managed cloud service or as an on-premises installation.checked 8 Oct 2026
- Managed support
- OTRS offers additional Premium Services that include a personal Technical Account Manager, with requests not limited in number.checked 8 Oct 2026
- Pricing
- The OTRS Academy directs prospective customers to contact sales to learn about price packages and the booking process.checked 8 Oct 2026
- Purpose
- OTRS is help desk and IT service management software for customer service, IT service management, and corporate security.checked 8 Oct 2026
- SAP integration
- The SAP Solution Manager Connector supports two-way communication and ticket synchronization with SAP Solution Manager; that system is required for the feature.checked 8 Oct 2026
- Security configuration
- Outgoing communication is restricted by default, including automatic cloud service connections; administrators can remove these restrictions through system configuration.checked 8 Oct 2026
- Ticketing
- The software organizes tickets in queues for processing.checked 8 Oct 2026
The company
- Founded
- 2003checked 28 Sep 2026
- Headquarters
- Oberursel, Germanychecked 28 Sep 2026
Where it runs
- Linux requirement
- OTRS can be installed on Linux; running it on Microsoft Windows is not possible.checked 8 Oct 2026
- Mobile apps
- The OTRS agent mobile app is available in the Google Play Store and Apple App Store and supports multiple accounts and two-factor authentication methods.checked 8 Oct 2026
Alternatives to OTRS
- 1
GLPI
Open sourceAndroidiOSWebAPI8.4From €19 a month - 2
Jira
Free planAndroidiOSWebAPI8.4Free plan - 3
ManageEngine ServiceDesk Plus
AndroidiOSWebAPI8.0From $10 a month - 4
Alloy Navigator
AndroidiOSWebAPI7.9From $19 a month - 5
Freshservice
AndroidiOSWebAPI7.9From $19 a month - 6
InvGate Service Desk
AndroidiOSWebAPI7.9From $500 a year