OTRS 2025 Pricing, Features, Reviews & Alternatives

OTRS is a helpdesk software designed to help businesses manage resources, workflows, internal communication processes, customers, service requests, and more on a centralized platform. Administrators can configure access permissions, enabling agents to view client data, document calls using templates, record meetings, respond to emails, and track organizational metrics via the statistics dashboard. OTRS allows enterprises to execute bulk actions such as updating support tickets in real-time, communicating with clients via email or SMS messages, and ensuring secure transmission of data using a secure socket layer (SSL) protocol. Managers can view assigned tasks or appointments on a calendar, monitor key performance indicators (KPIs), and track the status of service tickets. Supervisors can also export business metrics in PDF, PNG, SVG, CSV, and Microsoft Excel format, add notes to internal communications, and set up automated notifications for recipients. OTRS enables organizations to split, merge, or archive support tickets, send personalized surveys to customers, and visualize data in the form of bar or line charts. Staff members can utilize the search functionality to browse knowledge base entries, appointments, and tickets using custom filters. The software also facilitates integration with various third-party applications.