Customer Service
OTRS
Service management software.
What it is
OTRS is an open-source service management and ticketing system used for IT service desks.
Strengths and trade-offs
What works well
- Open source with a self-hosted option
- ITSM process support
- No per-agent licence when self-hosted
Where it falls short
- Configuration is complex
- Interface is dated
- Commercial edition needed for some features
Who it is for
IT service desks that need process compliance without commercial licensing.
Our verdict
Capable where ITSM process matters. Expect configuration work, not a quick setup.
Closest alternatives we track
Same category, ordered by verified starting price.
What we checked
- Public APIOffers a documented API you can build against.Not checked
- Mobile appHas a native app for iOS or Android, not just a mobile website.Not checked
- Open source / self-hostableSource is open and the tool can be run on your own infrastructure.Not checked
- SSO (SAML)Supports SAML single sign-on on at least one plan.Not checked
“Not checked” means exactly that — we have not verified it, and we do not guess.