OTRS Business Solution™ Managed_V1_EN_kl


Conquer a sea of diverse operating scenarios without the need to use (or even have) your own IT resources, and optimize your internal and external communication for more service quality – with the OTRS Business Solution™ Managed! The cloud-based service management solution used by over 130,000 organizations in almost 200 countries worldwide offers in addition to the sleek and fast framework of OTRS 5 an exclusive set of additional business features that you can flexibly activate or deactivate according to your deployment scenarios. No need to worry about software upgrades, hardware malfunctions or scalability. The experienced OTRS-Crew will take care of it all – even application administration. With 99.9% uptime and secure web access, all you have to do is set sail!

Why choosing a cloud-based
service management software?

Your benefits:

  • Administrative service and support
  • No hassle with software updates
  • Low initial investment
  • Fast implementation
  • ISO/IEC 27001 certified data centers
  • ITIL compliant
  • Flexible adaption to your growing business needs
  • No vendor lock-in
  • Work with OTRS Business Solution 5 Managed  on your mobile devices NEW

           Responsive_Design_OTRS Business Solution™_Phone_Dashboard5beta1 - Responsive1


Try the cloud based service management software OTRS Business Solution™ Managed for 30 days for free – no obligations!

Start your 30-Day-Free Trial now

Use the Online Demo System to login with different roles and see how they work in OTRS

Try the Online-Demo-System now


Some of our satisfied OTRS Business Solution™ Managed customers

Satisfied OTRS customer Derby CycleSatisfied OTRS customer GMP SecuritiesSatisfied OTRS customer technology oneSatisfied OTRS customer Republic National Distributing Company

OTRS stands out due to outstanding functionality, usability and the low costs. We could implement OTRS after a short project phase and could use it productively very quickly. The Managed Service module convinced us, because a safe operation at low fixed costs is guaranteed. With the help of the OTRS Consulting Service changes and new functionalities could be implemented very flexibly.

Satisfied OTRS customer FeldschloesschenSilvan Müller, Leader HR Services, HR Services

Read more about it here in our OTRS Business Solution™ Managed brochure

Business Solution™ 5 Managed


Integrated Business Features

Notification Web View NEW

Notification View in OTRS Business Solution™ 5 ensuring mobile communication

  • A separate notification view to work without an email client
  • The possibility to set preferences, so agents can define, which notifications they want to receive
  • A more flexible way to create ticket notifications based on different events like for example the creation of a ticket, the change of a ticket status or the use of dynamic fields

The result: Inform agents and customers in an individual, automated and transparent way, on more than just one communication channel and raise your customer service to a new level.

SMS Notification System NEW

5beta1 - Ticket Notification2

  • Stay informed about the most important tickets via text messages – even with no Internet access or only low network coverage
  • React more quickly especially during on-call duty or emergency situations

The result: Send work orders to the technical field crew directly to the mobile phone and flexibly and efficiently plan routes throughout the day.

Process Templates for Incidents, Orders and Leave Requests NEW

HR Management Tool OTRS Business Solution offers an pre-configured Onboarding Process

  • Process templates for incidents, orders and leave requests
  • Create own business processes on a proven basis with import-ready process templates
  • Time-saving automation of ticket activities
  • Comprehensive configuration options, that will also cover future needs

The result: Increase the productivity and efficiency with clear and timesaving processes, that can be adapted at any time and without custom development.

Report Generator NEW

OTRS Business Solution™ 5 Report Generator

  • Evaluation the performance of customer services with more detail and accuracy
  • Present meaningful results and find the right strategy for optimization
  • Create statistics efficiently and even more flexibly with the dynamic preview
  • Create with just a few clicks meaningful PDF reports that combine statistics and assessment in an appealing OTRS design
  • Intuitive user guidance when creating new statistics
  • Warnings in case of a corrupt statistics configuration
  • Automated, regular generation and distribution of reports via email

The result: The OTRS Report Generator helps to keep track and act quickly and in advance: a major competitive advantage in every situation.


HR Managemenet Tool OTRS Business Solution offers a chat feature

  • Fast and direct customer contact
  • Answer multiple chat requests at the same time
  • Only one click to access the customer information center
  • Save chat protocols audit-proof in a ticket
  • Individual Chat status “Available for Chat” and a notification to the customer in the customer portal if no agent is available for chat
  • Overview of active chats for agents and customers
  • Default integration into the OTRS customer portal
  • Easy integration into any other website

The result: More satisfied customers and a dynamic customer service system of the highest quality.

Ticket Timeline View

More overview for the customer service with the OTRS Business Solution's Ticket Timeline View

  • Familiar Look&Feel means better acceptance on the part of your customer service staff
  • Easier readability of complex tickets
  • Direct and comfortable full-text display of articles
  • Detailed metadata via mouse over
  • Easy switching between current and other views
  • Intelligent saving of the last view used

The result: Faster answers to customer requests with greater acceptance on the part of your customer service staff.

Article Attachment Overview

OTRS Business Solution_Attachement Overview

  • All attachments of a ticket at one glance
  • Audit-proof saving of documents
  • Download all attachments as a zip file

The result: A better overview and processing of attachments and documents in your customer service system.

Dynamic Field Database – Integration of external databases

Die Kundensupport software OTRS Business Solution™ bietet den integrierten Cloud Service Dynamic Field Database Feature

  • Easy integration of ERP, CRM, Tracking or further ticket systems into OTRS
  • External data is stored safely in the ticket
  • Flexibility choosing which ticket type’s external data should be displayed
  • Multiple filter and search functions

The result: More freedom in integrating external systems means a better-integrated customer service.

Contact with Data

Cloudbased service management software OTRS Business Solution™ offers a Contact with Data feature

  • Usage of an unlimited number of dynamic fields of the “Contact with Data” type
  • Individual designing of customer entry templates (dynamic field)
  • Unlimited addition of contact data or extra address information to dynamic fields

The result: Dynamic administration of customer groups means greater flexibility in your customer service.

Field Selection Dialog – Selection assistant pop-up for SLAs

Screenshot_Business Solution_FieldSelectionDialog

  • Easier choice of the right SLAs with the display of additional information
  • Direct your customers’ expectations effectively
  • Prevent an overload of your service team
  • Translation of pop-ups is possible

The result: More satisfied customers and a motivated service team.

Freely selectable OTRS Business Solution™ Features

Adapt your OTRS Business Solution™ to one or even more deployment scenarios and choose flexibly from further additional, freely selectable OTRS Business Features™ according to your contract level.

SILVER Features

As a customer of an OTRS Business Solution™ SILVER you can choose freely from the following selectable features. You can install and use a maximum of 3 at the same time.

Please note, that not all features are compatible with each other.

* Requires the OTRS::ITSM Feature

GOLD Features

As customer of an OTRS Business Solution™ GOLD you can choose freely from all SILVER Features as well as from the following additional and selectable features. You can install and use a maximum of 7 at the same time.

Please note, that not all features are compatible with each other.

* Requires the OTRS::ITSM Feature


As a customer of an OTRS Business Solution™ PLATINUM you can choose freely from all SILVER Features and from all GOLD Features, as well as from the following additional features. You can install and use an unlimited number of these features.

Please note, that not all features are compatible with each other.





What are the hardware specs offered with OTRS Business Solution™ Managed?
The simple answer is: Enough. – We take care of your system performance. If an hardware upgrade is needed we will handle this without extra charge. If the number of agents (users) grows significantly we will recommend an upgrade to a higher level of OTRS Business SolutionManaged such as GOLD or PLATINUM.


How can my agents from the internal network use OTRS?
Agents can access your cloud based service management software OTRS Business Solution Managed via browser / http(s). On OTRS Business SolutionManaged GOLD and PLATINUM we can also offer connectivity via VPN tunnel.

How do my customers access OTRS Business Solution™ Managed?
Your customer can create tickets in the OTRS customer portal via web, email or telephone.

Can I use Microsoft SSO with OTRS Business Solution™ Managed?
From OTRS Business SolutionManaged GOLD upwards you might use SSO for the customer portal (not for the agent interface!). SSO in most cases is not recommended though as it limits access via public internet or iPhone app.

How can I connect internal applications like CRM, Active Directory and Mail servers to an external OTRS Business Solution™ Managed?
On OTRS Business SolutionManaged SILVER you can connect 3rd applications using an encrypted SSL connection. To achieve this, applications must be accessible through internet, located in your DMZ or the connection can be established through a dedicated port-forwarding configured within your firewall. The best approach we will need to discuss with your technical contact person. For OTRS Business SolutionManaged GOLD and PLATINUM we can setup a private Network (VPN).


Server Location

Can I run the server on premise, but OTRS engineers take care of the administration?
We can offer to operate OTRS Business Solution™ Managed on a server provided by you. In this case our engineers will be in charge of Operating System, Database and Application. You will have to provide hardware, certifications and connectivity including remote access for our service engineers. The preferred location is still our data center as we can control security and connectivity to guarantee highest performance.

Where will be the OTRS Business Solution™ Managed server located?
The default server location of our cloud based service management software OTRS Business SolutionManaged is an ISO 27001 certified data center in Germany. We also operate a number of OTRS Business SolutionManaged servers in the UK. Other server locations can be arranged if required. There might apply additional charges on using custom server locations.


Will the internet communication be encrypted?
Yes, OTRS Business SolutionManaged will force encrypted https communication.

Does OTRS Business Solution™ Managed support PGP?
Yes, our cloud based service management solution OTRS Business SolutionManaged has the possibility to sign and encrypt via S/MIME and PGP/GnuPG.

ISO 27001

How will you guarantee that our data is protected?
Our datacenter is ISO/IEC 27001 certified. This is the international standard on information security management. This security standard is designed for banking and government sector. Most likely you will not be able to fulfill such demanding security standards within your local network.

Initial setup

Which consulting & training efforts do we need to calculate during an OTRS Business Solution™ Managed project?
The actual effort depends on the complexity of your project and processes you want to implement. A typical on premise OTRS Business Solution™ implementation will require 2 days of conceptual design + 1 day of key user training before you go live. The effort on training and consulting will become higher, if you plan to use the ITSM features like Change Management or Process Tickets. Roughly you can calculate based on our on premise OTRS Business Solution™ offering, deducting efforts on installation, configuration and administrator trainings. As a rule of thumb implementation effort on OTRS Business SolutionManaged is 50% of an on premise implementation.

What is the effort moving from on premise OTRS to OTRS Business Solution™ Managed?
A migration from OnPremise OTRS to our cloud based service management software OTRS Business SolutionManaged is included in the initial setup. There is no additional fee. Before we can agree on the migration we will need to review your actual OTRS Support Package.


OTRS Application Administration

How will the OTRS Application Administration be accounted?
Our engineers register the working time spent on your service requests. Time unit is minutes.

If the OTRS service engineers spend less than the included administration time within a month, will we be credit points accounted?
No. – Our service engineers will solve your issues fast and efficient. An efficient solution should not cause negative credits for us, but be honored.

If our organization needs more hours than the included application administration, what will happen?
This is not likely to happen. In spite of that we will recommend to purchase additional training or consulting days once we register an exceeding need on support.

Admin & Root access

Can I have shell access to my OTRS Business Solution™ Managed?
We will not provide shell access with our cloud based service management solution OTRS Business Solution™. Configurations that need to be done on command line level you may request from our engineers.

Can I have access to the OTRS Administrator Module?
Yes, we may give you access to the Admin interface if requested.

Can I have access to the database?
By default no. From OTRS Business SolutionManaged GOLD upwards we can offer read access to the database, e.g. for reporting. This access needs to be agreed on case by case, as OTRS performance might be affected. For reporting purposes we also can provide a database dump periodically. This copy will allow you to execute reporting queries locally, without affecting the performance of your production system.

Custom Modules

Can I order custom modules, skins, enhancements to be used with my OTRS Business Solution™ Managed?
Yes, but custom engineering work is not included in the monthly fee. We will charge such engineering works based on T&M. Future maintenance of custom modules will be charged by effort as well.

Can I use 3rd party modules with my OTRS Business Solution™ Managed?
Yes, if those modules passed positively our “OTRS verify” process. Nonverified modules will need to undergo our verification process. The code verification effort will be charged by T&M.

Transition out

Will my data be lost once the contract terminates?
Not at all. You will receive a copy of your database as well as your complete OTRS application, including configuration.

Is there an option to move my OTRS Business Solution™ Managed instance to a local server in the future?
Yes, you can move your application to a local server or 3rd party provider anytime. We will hand over a copy of your database as well as your complete OTRS application even before contracted period ends. Please be aware that you will have to pay your monthly fee until the contract ends.