OTRS is #9 in Top 10 IT Service Desk software

OTRS
OTRS is a free and open-source trouble ticket system software package that a company, organization, or other entity can use to assign tickets to incoming queries and track further communications about them. Like alternative solutions it is a means of managing incoming inquiries, complaints, support requests, defect reports, and other communications.

Positions in ratings


#9 in Top 10 IT Service Desk software

#6 in Top 16 Helpdesk software

Alternatives


The best alternatives to OTRS are: SpiceWorks, OSticket, JIRA, ServiceNow, Zendesk, Redmine



Latest news about OTRS


2010. OTRS ITSM 2.0 - the first open-source ITIL certified solution



Many companies opt to use OTRS as their helpdesk system for two main reasons: it is both free and highly compatible with website and email integration. Recently, OTRS has expanded its reach to include sysadmins and IT departments, even within larger organizations. The latest release, OTRS ITSM 2.0, has received official certification from PinkVERIFY, an expert company, for its compatibility with six ITIL v3 processes. ITIL serves as a repository of recommendations and best practices for effective IT infrastructure management. OTRS ITSM has been available for approximately three years, offering features such as incident management, problem management, configuration management, SLA management, and knowledge management. The new version, 2.0, introduces change management capabilities, allowing users to oversee processes like setting up new employees with laptops, implementing new systems and equipment, and upgrading licensed software through OTRS ITSM.