Feature Overview of our Help Desk Solutions:
OTRS Business Solution™ & OTRS Business Solution™ Managed


Icon_Basic Features

Typical features offered with our help desk software


Exclusive features for professional use

Freely selectable Features

Special features for your specific operation scenario

The most comprehensive and reliable basis since the existence of help desk software!

Ticket creation


  • Customer Portal
  • Email
  • Phone
  • Fax

Ticket Management

  • Ticket Prioritization & Assignment
  • Ticket Transmission & Follow-up
  • Templates, Text templates & Attachments
  • Configurable Notifications NEW

Security & Permissions

  • Role & Permission Management
  • Owner & Responsible Assignment
  • 2-Factor Authentication NEW

Automation & Processes

  • Automatic Notifications
  • Individual Ticket Fields
  • OTRS Process Management

Time Management

  • Calendar & Business Hours
  • Solution & Reminder Times
  • Service Level Management

Look & Feel

  • Usable for smartphone and tablets NEW
  • Theme individualization
  • Different Ticket Views

Knowledge Management & Self-Service

  • FAQ/Knowledge Database
  • OTRS Customer Portal


  • Generate Statistics with Previews NEW
  • CSV/PDF Export


  • Generic Interface via SOAP+REST
  • XSLT Mapping NEW

Make your Help Desk solution your Business Solution

SMS Notification System NEW

SMS Notification System_Neu

Process templates NEW

Process templates ready for importing for example for:

  • solving incidents.
  • ordering material.
  • applications for leave.

Ticket Timeline View


Report Generator NEW

Generate convincing PDF reports with selected statistics that you can compile
and combine with a click.

Save as PDF or CSV.



Integration of external data

Integrate external data from any number of external databases and view it in specific dynamic fields.

Convert your OTRS into a flexible and adaptle Help Desk solution


Service-based Queue Routing

OTRS Feature Service Based Queue Routing für die OTRS Help Desk Software

Set recommended queues for services

Ticket Workflow

OTRS Feature Ticket Worfklows for OTRS Help Desk software

Allows you to easily define business workflow templates for common tasks

CIs in Customer Frontend

OTRS Feature Customer CI Assignment for the OTRS IT Service Management software

Uses the attribute of your CI classes and makes CIs visible in the OTRS Customer Portal


Ticket Allocation

This Feature makes OTRS Help Desk is also a suitable call center software

Allocates tickets automatically to agents that have resources or suitable competencies

Ticket Forms

OTRS Feature OTRS Ticket Forms für die OTRS Help Desk Software

Defines forms for phone and email tickets

Advanced Escalations

OTRS Feature Advanced Escalations for OTRS Help Desk software and OTRS IT Service Management software

Create custom escalation types and bundles for different customers or SLAs