Skip to content
SPECIFICTION
Get listed

OTRS

otrs.com

WebLinuxiOSAndroidAPISelf-hosted
Visit otrs.com
Spec score 7.4 #14 of 22 in IT Service Management - Enterprise Software

What it is

OTRS is help desk and IT service management software for customer service, IT service management, and corporate security. It organizes work as tickets in queues and gives external users a portal for creating and managing requests, using a service catalog, and consulting a knowledge base. Generic Agent jobs, process management, and postmaster filters automate tasks and incoming email handling. A documented REST API accepts incoming calls, while web services require configuration for each system. The SAP Solution Manager Connector supports two-way communication and ticket synchronization, but requires SAP Solution Manager. OTRS is available as managed cloud service or on-premises software, with hybrid deployment listed. It runs on Linux, not Microsoft Windows, and needs a bare-metal server or virtual machine; containerized environments are unsupported. Agent apps for Android and iOS support multiple accounts and two-factor authentication methods. Pricing is on request, there is no free plan, and packages are named Silver, Gold, Titanium, and Platinum.

Spec sheet

Purpose
OTRS is help desk and IT service management software for customer service, IT service management, and corporate security.Read 8 Oct 2026 · corporate.otrs.com
API
OTRS documents a REST API for incoming REST calls, and web services must be configured for each system.Read 8 Oct 2026 · academy.otrs.com
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.Read 8 Oct 2026 · academy.otrs.com
Headquarters
Oberursel, GermanyRead 28 Sep 2026 · otrs.com
Founded
2003Read 28 Sep 2026 · otrs.com
Automation
OTRS includes Generic Agent jobs, process management, and postmaster filters to automate tasks and incoming email handling.Read 8 Oct 2026 · academy.otrs.com
Customer portal
The external interface lets users create and manage requests and access a service catalog and knowledge base.Read 8 Oct 2026 · academy.otrs.com
Deployment limit
OTRS requires a bare-metal server or virtual machine; containerized environments are not supported.Read 8 Oct 2026 · academy.otrs.com
Hosting
OTRS is available as a managed cloud service or as an on-premises installation.Read 8 Oct 2026 · corporate.otrs.com
Linux requirement
OTRS can be installed on Linux; running it on Microsoft Windows is not possible.Read 8 Oct 2026 · academy.otrs.com
Managed support
OTRS offers additional Premium Services that include a personal Technical Account Manager, with requests not limited in number.Read 8 Oct 2026 · academy.otrs.com
Pricing
The OTRS Academy directs prospective customers to contact sales to learn about price packages and the booking process.Read 8 Oct 2026 · academy.otrs.com
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.Read 8 Oct 2026 · academy.otrs.com
Security configuration
Outgoing communication is restricted by default, including automatic cloud service connections; administrators can remove these restrictions through system configuration.Read 8 Oct 2026 · academy.otrs.com
Ticketing
The software organizes tickets in queues for processing.Read 8 Oct 2026 · dev.otrs.com

Plans and prices

OTRS service packages Priced on request Silver · Gold · Titanium · Platinum Read 8 Oct 2026 · academy.otrs.com

Every OTRS plan and price →

Strong points and limits

Strong points

  • Ticket queues organize incoming work
  • Customer portal includes catalog and knowledge base
  • Automation handles tasks and email
  • Android and iOS agent apps
  • Managed cloud or on-premises deployment

Limits

  • No free plan
  • Windows installation is not supported
  • Containers are not supported
  • SAP connector requires SAP Solution Manager

Who it suits

It suits organizations needing ticket queues, customer portals, service management automation, and corporate security workflows. Linux-based teams can choose managed cloud or on-premises deployment.

Verdict

OTRS covers service desks with ticketing, portals, automation, APIs, and mobile agent access. Its infrastructure requirements and Linux-only installation matter when choosing deployment, while pricing requires contacting sales.

Where Specifiction places it

Alternatives to OTRSAll alternatives →