This review was last updated
This CRM Review examines OTRS Help Desk.
In-Depth CRM Review
OTRS Help Desk
19925 Stevens Creek Boulevard
Cupertino, CA 95014-2358
CRM Category: Customer Support – On Premise
Sub-Category: Help Desk
Seats: Small Enterprise
About the Company:
The OTRS Group is the vendor and world’s leading provider of the open source help desk software, OTRS Help Desk, and the open source IT Service Management (ITSM) software, OTRS ITSM. The corporation consists of OTRS AG and its five subsidiaries: OTRS Inc. (USA), OTRS S.A. de C.V. (Mexico), OTRS B.V. (Netherlands), OTRS Sdn. Bhd. (Malaysia), and OTRS Ltd. (Hong Kong). As of 2009, OTRS AG is listed in the Entry Standard of the Frankfurt Stock Exchange.
The OTRS product suite includes the OTRS Help Desk software and the ITIL® V3 compliant IT service management (ITSM) solution OTRS ITSM, as well as an associated iPhone App. OTRS is available in 32 languages and over 110,000 organizations worldwide use OTRS to consolidate their service operations into a single unified solution, saving costs and resources. OTRS Group is the source code owner and offers businesses of all sizes service support, consulting, and software development. The service portfolio consists of process design, implementations, customizations, Application Support, and Managed OTRS Services. Key customers include industry leaders such as NASA, IBM, Siemens, and Nokia. OTRS is used by 60 percent of DAX 30 companies.
Quick Facts about OTRS Group
- Creator and source code owner of OTRS
- Provides global implementation and consulting services
- Offers customized solution development services
- Delivers up to 24×7 support
- More than 400 global customers
- 70 employees worldwide
Quick Facts about OTRS Products
- Available in 32 languages
- Used by over 100,000 corporations worldwide
- Source code licensed under the AGPL Open Source license
About the Product:
OTRS is the leading help desk software solution that makes the communication with your clients more transparent and easier. From incidents to service requests, with the web-based Open Source help desk software, OTRS, no communication is lost and customer requests are routed automatically to the right service team, ensuring they are answered more quickly. Free of license costs and with an open and flexible architechture OTRS makes it possible for service organizations to build a customized and powerful service management solution resulting in high quality service at minimal operational cost.
- Web access
- Knowledge base
- Centralized reporting
- Automatic request monitoring
- Custom branding
- Increase customer satisfaction
- Lower service costs
- Improve service agent efficiency
- Easy integration
- Empower on-the-go technicians
- Enable business growth with open platform
OTRS is licensed under the Affero General Public License V3 (AGPL) that ensures you can download, install, use, and modify the software at no cost.
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Rich’s View of OTRS Help Desk:
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