OTRS

by OTRS GmbH · Oberursel, Germany

Software for customer service, IT service management and security incident ticketing.

Starting price: On request; Ask for a quote
Free trial / plan: Not advertised
Deployment: Cloud; Web
App Advisor rating: 3.9; transparency & India fit

What is OTRS?

OTRS is helpdesk software from OTRS GmbH, based in Oberursel, Germany. Software for customer service, IT service management and security incident ticketing.

Helpdesk software collects customer queries from email, chat, phone and social into one queue with ownership, SLAs and reporting. The Indian-specific question is usually WhatsApp: whether it is a first-class channel or an afterthought.

Pricing is quoted per organisation, so ask the vendor for a proposal that matches your size.

What works well

+Integrations directory on the official site
+States ISO 27001 compliance

What to watch out for

−Pricing is not published — expect a sales conversation before you see costs
−No permanently free plan
−Global vendor — check India-specific compliance (GST, TDS) and support hours before you commit

Best suited for: Mid-market · Enterprise

OTRS at a glance

Analysing OTRS — pricing, features, reviews and alternatives…

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OTRS features

As listed on OTRS's official website.

IT Service Management
Customer Service and Support
Cyber Defense – STORM
Office Management
HR Managemen
Help Desk
One system for managing internal service operations across departments
Modular approach that expands as needs grow
ITIL-aligned without requiring heavy process overhead
Rapid deployment suitable for small and mid-sized enterprises
Reduces tool sprawl by consolidating service workflows
Customer Service & Support

What customers say about OTRS

Testimonials published on OTRS's own website, selected by the vendor. These are not independent reviews.

“OTRS has helped us provide better service to our customers while improving our internal processes and optimizing our resources. We couldn't be more pleased with the results and look forward to continuing to use OTRS to support our business growth and success.” Source

“The mobile accessibility and improved search functions have been huge improvements for our team. We're really able to work faster and handle customer requests on-the-go now.” Source

“The fact that we are expanding OTRS to other departments is proof that security made the right choice; it’s fast, flexible, reliable and easy.” Source

“We didn’t just want to manage tickets; we wanted to offer our customers a central point of access.” Source

OTRS pricing

Entry price

On request

Quoted per organisation after a discovery call

How OTRS charges. OTRS GmbH prices per organisation based on users, modules and implementation scope. Ask for a quote that includes onboarding, training and annual increases.

Read from the vendor's official website. Prices change — confirm on otrs.com.